JOB TITLE: 2nd Line IT Support Technician


Industry : IT & Telecoms Job Location : Haywards Heath
Job Reference : 11734CJ Job Category : IT
Employment Type : Permanent Posted : 28/07/2015
 
Salary & Benefits : £23000 - £24000 per annum + Benefits
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

This role requires a 2nd Line IT Support Technician to work in Birkenhead for a well-respected Legal firm. You'll work in a fast moving environment, which requires an individual with a positive mental attitude, strong customer service skills, who is happy to work shift patterns and has proven technical ability 2nd line IT support within a legal firm. Within the role you'll look after providing second line technical support on Desktop, server, phone system and network infrastructure issues.


Job Description

2nd Line IT Support Technician
Package
£23-24k, + benefits

This role requires a 2nd Line IT Support Technician to work in Haywards Heath for a well-respected national Legal firm.

You'll work in a fast moving environment, which requires an individual with a positive mental attitude, strong customer service skills, who is happy to work shift patterns and has proven technical ability 2nd line IT support within a legal firm.

Within the role you'll look after providing second line technical support on Desktop, server, phone system and network infrastructure issues as well as supervising 1st line technicians to review performance and provide technical advice.

You'll report into the Team manager who you will have the opportunity for regular meeting with.
The Role
*Desktop, server, phone system and network infrastructure support
*Provision of mentoring and documentation to develop 1st Line support capabilities
*On-site and remote troubleshooting and ticket resolution
*Provision of Network Administration support including the management of User accounts, Groups, Printers, Network Shares and NTFS file permissions. Configuration of new/existing servers, Active directory and Exchange maintenance.
*Hardware and software installations, support and maintenance and desktop deployments
*Floor-walk to provide "at desk" user support, assistance and training
*Review performance of 1st Line Technicians and liaise with the IT Service Desk Team Manager to recommend training and development opportunities as well as process improvements
*Escalate major incidents quickly and effectively to the IT Service Desk Team Manager as well as applicable specialist teams
*Maintain accurate records in the ITSM tool in relation to incidents
*Provide technical advice and recommendations in ticket worklogs assigned to 1st Line colleagues to help progress tickets and transfer knowledge to junior colleagues.
*Provide 1st line support on an overflow basis
*Ensure work is completed in line with KPI targets and defined SLAs
*Assist Infrastructure (3rd Line) when required
*Undertake any other tasks as deemed relevant and reasonable by the Business.
*Out-of-hours' work depending on the Business' operational needs
*Occasional travel between sites when required
Experience
*Previous experience and proven technical knowledge of Microsoft client and Server applications within a domain environment (Windows Server 2008 R2 and 2012 R2, Exchange 2010, Windows XP/7)
*Experience of working within a busy IT Service Desk environment
*AD, TCP/IP, DNS, DHCP, PC Imaging Software
*Good working knowledge of networked printing solutions and printer maintenance.
*Good working knowledge of remote connections
*Knowledge of Citrix Technology
*Acts as a role model
*Customer service qualifications
*Knowledge and experience of working with ITIL processes and procedures
*Avaya Telephony Administration highly desirable but not essential

The Candidate

Excellent communication and interpersonal skills
Customer service experience
The ability to adapt to change
The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
The ability to work as part of a team and on own initiative.
Excellent organisational skills.


Job Keywords

Service Desk, 2nd line, techncial support, Engineer, 1st line, IT, Computer, 1st line, 3rd line, birkenhead, windows 2008/2012, server, active directory, ITIL, ERP, infrastructure,



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in IT recruitment on a UK wide basis.

<< back to IT & Telecoms jobs