2nd Line IT Support Technician

2nd Line IT Support Technician

IT Support Technician Role - Represented by IT Talent Recruitment

We are delighted to be representing our client in their search for a Customer-Focused IT Support Technician to join their team in Oxford. This is an office-based role with a focus on delivering exceptional customer service and technical support.

Role Overview

As an IT Support Technician, you will play a key role in providing first-class technical support and customer service to our client’s diverse customer base.

Key Responsibilities

• Investigate and diagnose technical issues.
• Implement solutions effectively and document all actions taken.
• Maintain clear and consistent communication with customers throughout the process.
• Prepare equipment and services in alignment with work specifications and deadlines.
• Carry out on-site and remote implementation of hardware and services.
• Ensure all supported networks are fully documented and records are kept up to date.

You will excel in this role if you have a proven track record in customer service and technical support, combined with experience in client-facing or desk-side support roles.

Key Attributes

• Quick learner with the ability to follow processes and procedures.
• Strong prioritisation skills to manage multiple open cases simultaneously.
• Exceptional problem-solving skills paired with excellent customer service and communication abilities.

Essential Skills

• Strong understanding of Windows Server environments, including:
  • At least one of the following: 2003, 2008, 2008R2, or 2012.
  • Active Directory, Group Policy, DHCP, DNS, File Sharing, and Remote Desktop roles.
  • Microsoft Exchange.
• Expertise in Microsoft Windows Desktop OS.
• Proficient troubleshooting of TCP/IP networking.
• Experience in IT support and problem-solving.

Desirable Skills and Qualifications

• Relevant certifications such as Microsoft or Cisco.
• Experience installing Windows Server products in customer environments.

Additional Beneficial Skills

• Familiarity with:
  • Office 365, SharePoint, Hyper-V, Cisco, OpenBSD, Mac OS.
  • IT hardware and ADSL technology.
  • Microsoft Windows Small Business Server series.
  • Advanced skills in MS Windows XP, Vista, and Windows 7.
  • Basic TCP/IP networking knowledge.
  • Microsoft Office suite (2003/2007/2010/2013).
  • Microsoft Exchange Server (2003/2007/2010/2013).
• Full UK driving licence is required.