Second Line IT Support

Job Description: Second Line IT Support

Location: High Wycombe

Established since 1998, a well-known and highly regarded supplier of B2B telecommunications, supplying leading edge technology throughout the UK, with a group turnover in excess of £20m. Following company training, the successful applicant will be responsible for a smooth and seamless provision of IT support for both internal and external clients.

The Role

The day-to-day role will involve resolving issues and support for management and employees of our group of companies from a ticket-based system. The role will also require the successful applicant to aid and support our external customer base.

Experience:

• Minimum of 3 years in a Desktop Support environment
• Proficient with Windows Desktop Operating Systems essential (Windows 10 / 11) / MAC
• Good working knowledge of Windows Server Operating Systems
• Proficient with Microsoft Office Applications essential (2016 / 365)
• Experience with on-prem & hosted email services like Office 365 & G-suite
• Advanced Networking knowledge (DHCP, DNS, Routing, vLANs)
• Experience with various Internet Connectivity Mediums essential, xDSL, Fibre
• Experience with Enterprise Antivirus packages
• Experience Backup management

Responsibilities:

• Remote IT Telephone Support for customers
• Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access.
• Provide remote support using any industry accepted remote support software.
• Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services.
• Adherence to a call logging process
• Password resets/mail routing/new accounts etc.
• Logging customer queries and meeting SLA’s
• Updating existing tickets with SLA time
• Remote IT Maintenance for customers
• Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers.
• Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice.
• Scheduled Server maintenance
• Onsite IT Support for customer
• Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers.
• Onsite Project installation work
• Escalate when needed to in accordance with SLA

Education & Qualifications:

• A Levels
• A+, N+ or Microsoft MCSA /MCSE optional

Other Requirements:

• Have previous IT remote telephone support experience
• Driving licence
• Fluency in English is mandatory
• Good personality
• Willingness to learn

Benefits:

• Industry recognised training and personal development plans.
• Staff bonuses and holiday incentives

If you feel you have the skills for our IT Support role, please apply now!

Reference ID: SW/GH/IT2

Job Types: Full-time, Permanent