The Role
Due to continued growth we are currently seeking an experienced 2nd Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service‑led company that uses cutting‑edge modern technology. Working closely with our Service Desk Manager, this dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us, you will know all the clients and have a direct impact on the growth of the team and business.
Responsibilities
* Supporting our clients via the support system, ensuring our ticketing process is followed and the client is kept informed.
* Diagnostics of support cases with the help and support of the rest of the team.
* The proactive maintenance of client networks using our proactive support tools.
* Managing new workstation builds and user setups.
* Engaging in the technical projects, including meeting clients and delivering onsite time with the team.
* Working with the team to implement policy and procedure.
* Managing client documentation.
* Helping train and develop junior team members.
Qualifications
* A minimum of 3 years’ experience in 1st/2nd line support.
* Professional, friendly approach with the ability to perform well under pressure.
* Punctual and good attention to detail.
* Excellent written and verbal communication skills.
* Good troubleshooting/problem solving skills.
* Office 365 administration & troubleshooting skills
* Desktop troubleshooting.
* Enthusiastic to learn and develop skills.
* Network & Firewall knowledge and troubleshooting.
* Windows server administration.
Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.
Benefits
* 25 days holiday + bank holidays
* Flexible working
* Full health insurance
* Games room including consoles, pool table, tennis table, dartboard
* Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n‑mix, and drinks fridge
* Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
* Employee Assistance Programme/Support
* Employee & Client referral scheme up to £1,000
* Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between
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