2nd Line Support Technician

The Role

This role is responsible for providing second line support, remediation and configuration work for our clients, both remotely and on-site where required. 

Working in a fast-paced environment where no two days are the same, the ideal candidate will have experience working as a 2^ndLine Support Technician with the ability to build key internal and external relationships.

Responsibilities include:

• Providing 2^ndline 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 2^ndline support, ensuring assigned calls are responded to, diagnosed and resolved swiftly
• Creating standard documentation on problem resolution, fixes and updating the technical knowledge base
• Keep up to date on new technology trends
• The role requires the technician to work autonomously based at a client site –
  
  
  • Supporting their existing network
  • Working with the client to standardise tenant set up
  • Assisting with tenant technical issues
  • Maintaining documentation of network and deployments
  • Proactively checking the clients’ network and WiFi to ensure optimal performance
  • Assessing existing technologies and advising of any new solutions as appropriate

 

Salary: Circa £22,000 to £25,000 p.a dependant on Experience

Benefits: Company Pension

Location: The role is based at the ECS offices Edinburgh and is easily commutable from the Central belt

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