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2nd Line IT Support / Helpdesk Technician

BD21 1SY, Keighley
Up to £25,000 per annum + 24 days holiday (+bank hols)
Closing date
17 May 2021

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Job Details

An exciting opportunity has arisen for a Full- Time 2nd Line IT Support/Helpdesk Technician within an established, growing and highly regarded Microsoft Certified Gold Partner IT Support Services business. 

Salary: circa £23-25,000 per annum, 24 days holiday (+ bank holidays)

Excellent training and development opportunities.

As an experienced 2nd Line IT Support Technician, you will be responsible for supporting a growing SME customer base, have solid customer service and technical skills and enjoy dealing with users of all levels.

Key responsibilities of the role include:

  • Handling case escalations and providing 2nd line support for customers via the helpdesk; online, via email and telephone, troubleshooting and responding to customer requirements
  • Recording and monitoring incidents and reported problems, updating the CRM system with information as required
  • Provide technical support and other IT related services remotely or on site such as server installations, system migrations, network installations, configuration and support
  • Ensuring quality of service by developing and maintaining a thorough and detailed knowledge of technical products and services
  • Achieving and maintaining helpdesk KPIs and SLAs
  • Multi-tasking, tracking and responding to tickets at various stages of completion
  • Communicating the root cause and resolutions to customers in non-technical terms
  • Identifying themes and trends and developing tools to improve business processes or the customer experience
  • Coaching and mentoring of more junior team members
  • Managing or supporting internal and customer projects as required
  • Maintaining commitment to personal development of technical knowledge & skills in line with business requirements and certifications
  • Communicating effectively with hardware & software suppliers and external support providers as required

To be successful in the role you will have:

  • A full UK driving licence to enable you to undertake works on client sites as required
  • Previous experience of supporting, managing and troubleshooting on a busy service desk. This will include excellent technical knowledge and experience of networking principles, operating systems, hardware and software which is likely to include:
    • Microsoft 365, Azure and Office apps
    • Remote support and management tools
    • Windows Server operating systems, admin and maintenance
    • Virtualised platforms
    • Active Directory and Group Policy
    • Remote access tools and file and folder security
  • Microsoft Technical qualifications or other equivalent industry recognised qualifications
  • A strong desire to grow and develop; a self-starter with the motivation and drive to learn
  • The ability to work within a fast paced, deadline orientated environment
  • The aptitude and ability to pick things up and learn new skills/technologies quickly and easily
  • Strong interpersonal skills to communicate at all levels, as a team player
  • Excellent problem-solving skills, through analysis and critical thinking
  • A high level of accuracy and attention to detail.

In return you will have the opportunity to grow and develop within a professional, friendly team with the scope and exposure to really contribute and make a difference to both personal and business success.

Working hours: Monday – Friday 37.5 hours, 0900- 1730 with some flexibility required for out of hours working, including very occasional weekends

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