2nd Line IT Support Technician

2^nd Line IT Support Technician, Cosurica

An exciting opportunity has arisen for a Full- Time 2^nd Line IT Support Technician within Cosurica Ltd, a well-established Microsoft Gold accredited IT consultancy & support provider based in the heart of Bronte Country, near Haworth in West Yorkshire.

• Salary of £24 – 30k per annum, dependent on experience
• Excellent training and development opportunities
• Generous holiday; 32 days per annum (inclusive of bank holidays)
• Pension and Employee Assistance Programme
• Free on-site parking
• Newly refurbished office building with shower and changing facilities and powered “sit-stand” desk, walking distance from local amenities
• Working hours: Monday – Friday 37.5 hours, 0900- 1730 with some flexibility required for out of hours working, including very occasional weekends
• Driving licence essential as some on site client work will be required across West Yorkshire

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 on our busy helpdesk and at customer sites.

Key responsibilities of the role include:

• Handling case escalations and providing 2^nd 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
• Providing 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:

• 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 g
• General networking and set up  of IT security products such as anti-virus, anti-malware protection, firewalls etc

• 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.