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2nd Line Support

Job description

2nd Line Support

Bristol

£24k

This is a hands-on role, from triage and diagnosis of issues & root cause analysis to the technical administration and support of operational systems, including Windows 10, MacOS, Active Directory, Windows Server, O365 and TCP/IP. You will be responsible for providing a fast and responsive local IT support service to both college teams which is consistent and compliant with the company's IT policies and procedures. To also complete tasks to support the IT team in implementing new technical features.

Essential criteria

  • Experience supporting Windows 7
  • Experience of 365 administration tasks
  • An understanding of TCP IP protocols.
  • Experience with printer management
  • To provide an excellent IT service and support to all students at both colleges
  • Highly organised and focused in delivering a fast and high-quality support service.
  • Excellent administrative skills and experience in managing their own work-plan.
  • Good written and verbal communication skills.
  • Good customer facing skills.

Desirable criteria

  • 1st line or 2nd line experience within a technical role ideally within the HE sector, but not essential
  • Technical qualifications would be helpful but not essential, full training will be provided
  • Knowledge of patch management
  • Knowledge of VOIP phones
  • Experience of Active Directory and Exchange user account management
  • Experience with supporting Macs

Accountabilities

  • To provide 1st line and 2nd line support to all staff and Students in the respective colleges and escalate calls where necessary to the Central Escalations IT support.
  • To ensure that all infrastructure services including network connectivity, phone and wireless service issues along with core software services are escalated to the relevant parties within a suitable time frame.
  • To set-up college staff on desk-tops, laptops, phones, MACs
  • To actively use and review the IT Helpdesk system to ensure that all college issues are logged and prioritised
  • To liaise with the college business system super-users to deploy systems/software across college users
  • To perform local IT tasks related to project or service affecting work (eg network line failover procedures)
  • To maintain local records of user signed IT Policies and Acceptable Usage Policy
  • To travel to Brighton regularly for team meetings and project meetings
  • The role will involve out of hours on call support on a rota basis.

Please send you CV to lesleymorgan@spectrumit.co.uk or call 02380 765804.