2nd Line Technician

Location: England
Salary: £20,000 - £25,000 PA
Reference: VCH / 13518
Type: Permanent
Sector: IT, IT & Digital
Deadline: 12/07/2021

The company

 This is a unique role and a once in a lifetime opportunity. Our client is a fast growing IT company who due growth are looking to hire a 2nd line support analyst in this newly created role.


This position will provide technical support to our clients customers working partly client side at their offices with key clients and partly generic support mainly managed by remote access. A good technical knowledge is essential to provide an escalation point to 1st Line and ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

The job

  • Provide 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Triage and resolve incidents to stringent customer defined SLA’s.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support.

The person

  • Minimum Level 3 IT qualification and 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Cloud hosted O365 skills required.
  • MS Exchange and Outlook management skills required.
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • ITIL knowledge preferred or certification would be desirable.
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own

Please contact Vanessa if this is something you would like to know more about.


The benefits


Vanessa Hastings
Client Director
Brewster Partners Recruitment Group


To apply for this job, please send your CV to the email above or to info@brewsterpartners.co.uk quoting "Vacancy: 2nd Line Technician, Reference: VCH / 13518". Thank you for your interest.