2nd Line Support Technician
ACCOUNTABLE TO: Service Delivery
OFFICE BASE: Edinburgh
SALARY RANGE £26,000
The Role
The 2nd Line Support Technician role is responsible for providing second line support remotely and performing onsite remediation and project work for our Clients. You will fix what you can and escalate more complex issues to the relevant support channels within ECS.
Working in a fast paced environment where no day is the same, the ideal candidate will have experience working as a 2nd Line Support Technician with the ability to build key internal and external relationships.
Basic Functions:
- Providing 2ndline support both remotely and on site when required
- Taking ownership of users’ issues and identifying appropriate solutions to resolve service incidents and requests
- Providing users with regular communication on the progress of investigations and planned solutions utilising ticketing system for communication both internally and externally
- Working closely with the support team to provide 2ndline support, ensuring assigned calls are responded to, diagnosed and resolved swiftly
- Assist support teams with incident resolution for any onsite devices
- Creating standard documentation on problem resolution, fixes and updating the technical knowledge base
- Keep up to date on new technology trends
- Providing assistance to Service Delivery Manager
- Additional Duties and Responsibilities:
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Communicate with clients through email, written proposal and company telecoms.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Key Skills:
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Experience in deskside support or other user support functions
- In-depth hands on “problem solving” expertise in desktop hardware, operating systems and software Packages
- A good working knowledge of a wide variety of IT hardware e.g desktops, laptops, tablets and other peripheral devices.
- A good understanding of structured cabling or Wi-Fi connectivity e.g. Cisco routers, switches, Wireless Access Points (WAP)
- To provide support for smartphones, iPads, iPhones
- Microsoft Windows Desktop Operating Systems
- Microsoft Office and Office 365
- Patch Management
- Anti-Virus Management
- Virus / Malware Disinfection
- Active Directory / Exchange: Add/Remove Changes
- Server Backup Configuration and Management
- DHCP
- DNS (Local)
- Microsoft Windows Server, working knowledge up to 2016 server
- Microsoft Exchange Server, working knowledge up to 2016 server
- Microsoft Active Directory, configuration
- Server Technologies: Performance, stability and security analysis, troubleshooting
- SSL Certificate Management
- DNS fundamental knowledge
Educational/Vocational/Previous Experience Recommendations:
- You will ideally hold an MCSE or MCITP qualification as well as working knowledge of Cisco IOS.
Benefits:
- Competitive salary based on experience and qualifications
- Full on the job training & support
- Fun working environment and culture
- Great opportunity for advancement
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