2nd Line Support

Our client is a bold and innovative company that stands out in their industry with a culture defined by creativity, collaboration, and a passion for pushing boundaries. They are committed to delivering cutting-edge solutions that make a real impact, putting their customers at the centre of everything they do. With a fast-paced and dynamic work environment, their team is driven by curiosity, always looking for new ways to challenge the norm and grow together.

The Benefits

We are thrilled to partner with this client, who offers an exciting, supportive, and inclusive workplace. They believe in investing in their employees' development and creating a work environment that fosters both personal and professional growth. Here's what else they offer:

• Competitive salary with bonus potential
• Hybrid work options and flexible schedules
• Private medical, life, and disability insurance
• Paid time off and paid parental leave
• Retirement savings plans and financial planning assistance
• Collaborative office spaces with regular team activities and weekly lunches
• Wellness initiatives and a bike-to-work program
• Global employee assistance program

The Requirements

• Bachelor's degree with 2+ years of experience in help desk/service desk support, advanced technical degree, or equivalent professional experience
• Relevant certifications such as A+, Microsoft, or HDI
• Proven expertise in troubleshooting Windows and Mac operating systems
• Solid understanding of networking, hardware standards, and security principles
• Experience in technical support within a fast-paced, global organization
• Proficient in PowerShell scripting
• Strong customer service, communication, and interpersonal skills
• Eagerness to learn, grow, and contribute in a dynamic, fast-paced environment
• Self-motivated with excellent interpersonal and creative problem-solving abilities

The Responsibilities

The ideal candidate will resolve complex IT issues, escalate as needed, and enhance the employee experience through strong communication, dedication, and mentoring in a collaborative setting.

• Coordinate, diagnose, and troubleshoot internal technology issues for employees, including desktop, laptop, and network services, both locally and remotely.
• Provide escalation support for complex technical problems and ensure timely resolution, updating management and end-users as needed.
• Develop and implement standard operating procedures and customer service guidelines for IT support.
• Support end-user technologies and provide onsite support for office environments.
• Manage company systems, applications, and software including Windows, Apple OS, Okta, Slack, Office 365, Google Drive, VPN, RingCentral, printers, and Zoom.
• Handle requests and escalations through the IT ticketing system, troubleshoot issues, train Tier 1 techs, and create knowledge articles.
• Assist with the acquisition, installation, upgrade, and maintenance of workstations, laptops, and software; manage hardware and software assets.
• Ensure quality customer service, improve support processes, and coordinate communication between users and IT staff.
• Utilize ticket tracking systems and identify trends for process improvement and self-service options.
• Escalate advanced technical issues, collaborate with system owners, and ensure compliance with IT policies and procedures.
• Provide onsite technical support in the local office, maintain office standards, and manage hardware and meeting room issues.

If you are interested in this excellent 2nd Line Support opportunity then please apply here or contact Jamie Watson at Clearline Recruitment.

Job Title: 2nd Line Support

Location: Brighton (Hybrid)

Salary: 30,000 - 35,000 per annum

Full Time: Monday - Friday