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.

Basic Functions:

• 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

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
• Understanding and experience working with and administering layer 3 networks, TCP/IP, security and Wi-Fi connectivity
• Microsoft Windows Desktop Operating Systems
• Microsoft Office and Office 365
• Anti-Virus Management
• Active Directory / Exchange: Add/Remove Changes
• Server Backup Configuration and Management
• Microsoft Windows Server, working knowledge up to 2016 server
• Microsoft Active Directory, configuration

 

Salary: Circa £19,000 to £22,000 p.a dependant on Experience

Benefits:

• Competitive salary based on experience and qualifications
• Full on the job training & support
• Fun working environment and culture
• Great opportunity for advancement

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

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