1st / 2nd Line Support Technician

SDL Solutions Limited is seeking a 1st / 2nd Line Support Technician to join a consultancy company based in Ely, Cambridge.

This role is key to the implementation and maintenance of the company’s computing needs as well as ensuring that facilities are safe and well-functioning.

KEY RESPONSIBILITIES

Support, Helpdesk and Maintenance:

• Provide 1st and 2nd line support to the business via our internal helpdesk to resolve problems in person and remotely and escalate as required, whilst working with third-party support companies.
• Support and administer the internal phone system and mobile phones.
• Install, configure and update hardware and software applications.
• Perform routine maintenance on IT systems.
• Support and upgrade the network across all offices.
• Review the security of data, network access and backup systems and resolve any issues that arise.
• Work with the team providing security training to best practices as well as ensuring that IT systems remain secure.
• Ensure regular communication with the team and Company on IT and facilities updates.

Onboarding, Offboarding and Internal Moves:

• Carry out and support the onboarding of new starters and offboarding of leavers.
• Utilise project management tools to ensure that all steps are completed and a smooth onboarding/offboarding of employees.
• Carry out internal moves by the set deadline ensuring that permissions are reviewed.
• Help users and implement training to increase the adoption of IT services across the business.
• Work with IT suppliers for procurement of IT equipment following internal processes.

Projects:

• Plan and implement IT projects and initiatives both with the team and independently.
• Help identify problematic areas and provide potential solutions and ideas.
• Work with third parties on day-to-day support and projects.

SPECIAL REQUIREMENTS

• Proven experience in an IT Technician or similar Role
• Strong knowledge of Windows, Active Directory, Microsoft365 Admin and Endpoint Manager.
• Ideally knowledge of SonicWALL, Unifi, Android & MacOS desirable.
• Familiarity with cloud services (e.g., AWS, Azure).
• Outstanding problem-solving and analytical skills
• Good team player, demonstrating flexibility and adaptability.

IN RETURN THEY OFFER:

• Working hours Monday - Friday, 8:30am - 5:00pm with one hour for lunch, unpaid.
• Initially 23 Days annual leave in addition to Bank Holidays rising to 26 after 5 years’ service
• Excellent training & development opportunities within a growing organisation
• Life insurance
• BUPA health assessment
• Employee Assistance Programme
• Volunteering leave policy
• 10% TradePoint (B&Q) discount
• Free parking

Buzzword: - IT Support, Helpdesk Support, 1st Line Support, 2nd Line Support, 3rd Line Support, Desktop, Windows XP / 7 / 8, 10, Windows Server, Exchange, Active Directory (AD), Virtualisation, AWS, Azure, VMWare, Hyper-V, MCSA, MCSE, MCITP, MCDST, MTA

Salary range between £25,000.00-£28,000.00 per year

1st / 2nd Line Support Technician - Ely, Cambridge