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Our reputable client is seeking a 2nd Line IT Support Technician to join their friendly team.
This is a majority remote based role. The successful 2nd Line Technician will work from home. There will be occasional travel in the South-East and London mainly for project-based work.
MFK Recruitment has successfully recruited 41 IT professionals to this client within the past 5 years, 30 are still with the company too! They retain their staff due to the excellent culture and progression opportunities.
2nd Line IT Support Technician -Primary Activities:
- Provide remote 2nd Line Server, Network, and Desktop technical support, diagnosing customer issues remotely and supporting the team to achieve consistent first-time fix.
- Incident and Problem management - taking ownership of escalations from 1st Line and onsite resource, managing issues through to resolution while keeping all stakeholders informed.
- Provide exceptional service support to internal and external customers, ensuring high levels of customer satisfaction.
- Assist in onboarding new customers, ensuring smooth transitions and adherence to best practices.
- Provide solutions and workarounds to incidents and problems, escalating concerns where necessary to meet agreed customer SLAs.
- Responsible for achieving agreed service levels at both team and individual levels.
- Ensure incidents are triaged for urgency and impact, prioritized, and allocated accordingly in line with service agreements.
- Develop and maintain the knowledge base for internal teams and the customer base, ensuring best practices are documented and shared.
- Accurately manage incidents and time sheets through ITSM tools.
2nd Line IT Support Technician -Other Activities May Include:
- Take responsibility for continual professional development, allocating time to deepen knowledge of supported technologies.
- Provide hands-on technical support, addressing quick technical fixes where necessary.
- Attend customer meetings as required to provide technical explanations and guidance on service-impacting issues.
- Ensure adherence to standards and procedures to maintain service quality and best practices.
- Collaborate with internal and external teams to enhance service offerings and develop solutions.
- Occasionally travel to customer sites when required for critical support or project work.
- Carry out any other reasonable requests made by the company.
2nd Line IT Support Technician - Experience required:
- A minimum of 3+ years of experience as an IT Support Technician (Ideally within Education or for an MSP)
- 2nd Line Server, Network, and Desktop technical support
- Microsoft technologies: 365, Azure, Windows, AD, Server OS.
- Cloud technologies: 365, Azure, SharePoint, OneDrive.
- Configuring & maintaining devices with Microsoft Endpoint Management.
- Backup solutions: On-prem & cloud.
