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On behalf of our client, we are seeking a highly motivated individual to join the Technical Support team as a 2nd Line Technical Support technician. Having recently entered an exciting phase of growth this is a brilliant time to be joining the business. In this role, you will be responsible for providing remote technical assistance to a diverse client base, addressing their hardware and software-related issues, and ensuring exceptional customer support.

Role Responsibilities:

Serve as the point of contact for our clients, responding to their technical queries via phone, email, or chat in a professional and courteous manner.
Perform basic troubleshooting and resolution of hardware and software issues, including desktops, laptops, printers, and networking devices.
Accurately document all client interactions, issues, and resolutions in the ticketing system, ensuring comprehensive records for future reference.
Escalate complex technical issues to the appropriate internal teams, following established protocols and ensuring timely resolution.
Collaborate with other members of the technical support team to share knowledge, best practices, and contribute to the continuous improvement of the support processes.
Ensure high levels of customer satisfaction by addressing client concerns, providing timely updates, and effectively managing client expectations.Required Experience:

Strong knowledge of basic troubleshooting techniques, including hardware and software diagnostics.
Excellent customer service and interpersonal skills, with the ability to communicate technical concepts to non-technical individuals effectively.
Strong problem-solving abilities, with a logical and systematic approach to issue resolution.
Experience with LANs & WANs
Experience with Microsoft Server Operating Systems
Experience with remote support tools and ticketing systems is highly desirable.
Ability to work independently and efficiently manage multiple priorities in a fast-paced environment.
Flexibility to work outside regular business hours, if required, to provide 24/7 support to clients.
Experience with Office 365 platform including setup, configuration, and support
Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar qualifications are a plus.Employee Benefits:

Great opportunities for career advancement, training and development.
Private Medical Individual cover.
Established pension plan