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2ND LINE SUPPORT - 2nd Line

This role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.

This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.

Responsibilities 1ST/2ND LINE SUPPORT:
• Answering phone calls and managing open tickets alongside the 1st line team
• Assisting the 2nd line team with escalations and providing support remotely
• Assisting with reporting on KPIs for the service desk team
• Managing open tickets within SLA, and maintaining ownership
• Working closely with team members, customers, and suppliers to resolve issues and manage expectations.
• Creating/Updating/Reviewing Knowledge Base Articles
• On-call shift rota, and occasional evening/weekend work (scheduled overtime)

The successful candidate should have:
• A minimum of 1 year’s 1st/2nd line helpdesk experience, ideally at a Managed Service Provider
• Excellent customer service and communication skills
• Full clean UK Driving license.
• Ability to prioritise tasks on a busy and fast paced Service Desk
• Ability to work in a team and with minimal supervision.

Technical skills (training will be provided for any gaps in knowledge):
• Microsoft 365:
o Exchange/SharePoint Online
o Outlook/Teams
o Endpoint MDM
• Microsoft Azure/Entra:
o Azure AD Connect/Hybrid deployments.
o Azure Virtual Desktop/Remote Desktop Services
• Microsoft Windows:
o Workstation from 7-11.
o Windows Server and Hyper-V
o Active Directory/Group Policy
• Infrastructure:
o Networking (Unifi Cloud Controller, Meraki, plus general concepts)
o Data Protection (Backups, DR etc...)
o Ethernet cabling basics.

Benefits 2ND LINE SUPPORT -£25,000 - £30,000 plus £2,500 (On-Call Allowance)
• Company Pension

• Gym membership at Office location

• On-site parking

• 25 days holiday a year (Bank Holiday is not deducted)