2nd Line IT Technician in Uk

2nd Line IT Technician in UK
  •  Everything Tech Group
  •  Manchester, UK
  •  Dec 09, 2022

IT Software & SaaS

Job description

We are looking for an experienced 2nd Line IT Technician in Uk to join our Help Desk team:

We are all technical, An award-winning IT company based in Manchester city center. Word is we’re the best in Manchester, so we’re just shy, accept the awards and move on. Covid-19 has increased our business volume, so we are looking to hire top talent to grow and thrive!

2nd Line IT Technician in Uk

Purpose of work

Providing 2nd line IT support to all end users, assisting them with hardware and software issues via phone, EmailEmail and web chat. Provide and ensure a high level of customer service at all times. You will work effectively to resolve all customer issues within the agreed service level agreement timeframes. Taking ownership of customer issues and being proactive in resolving them. Contributing to the help desk and setting standards while working on help desk processes and escalating tickets when needed.

Key Functions and Responsibilities of 2nd Line IT Technician in Uk

Provide a professional and personal first point of contact for all customers.

To provide 2nd line IT support to all end users.

To handle escalated tickets from first-line technicians when a decision has been made to support first-line development.

Ensure that all support requests and incidents are handled effectively over the phone, Email, Email and web chat.

Provide exceptional customer service support striving for first-time resolution.

Escalating related and more complex tasks to senior technicians

Meet Help Desk’s PI and Service Level Agreements.

Perform maintenance work for monitoring systems

Develop customer hardware or software for project delivery.

Initiate ad hoc project work.

Proactively seek feedback on ticket closures to improve customer satisfaction.

Perform and support any other role to ensure the smooth running of the business.

2nd Line IT Technician in Uk

Experience and Skills of 2nd Line IT Technician in Uk:

Two years of first-line support experience.

Interest and experience in general I.T services

Advanced understanding of PCs, servers, EmailEmail, telephony, backups, firewalls, switching and routers

Strong experience with Windows, Microsoft Office, Microsoft Teams and Microsoft 365

In-depth knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN

Positive attitude and thinking.

Hard worker, self-motivated with the ability to work under pressure.

Willing to continuously develop technical and customer service skills.

Excellent communication and people skills

Excellent time management skills with the ability to prioritize workload

Computer-based qualification

CompTIA Network+, Security+, Server+ or other certifications.

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