- 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!
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.
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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