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2nd Line Support

Job description

2nd Line Support

Southampton

£20,000 - £25,000

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 7 to 10, Windows Server 2012, O365 and Virtualisation. You will be responsible for providing a fast and responsive local IT support service to all users 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

  • Knowledge of Microsoft Operating Systems: Windows 7 to 10
  • Windows Server 2012, some 2019
  • Ticketing system : ManagedEngine SDP Cloud
  • Knowledge of Virtual Environments - VirtualBox, Hyper-V and WSL2
  • This role will only support the ability to run the VMs not what's running in them. This is managed by another team
  • Knowledge of hardware/software troubleshooting techniques
  • To provide an excellent IT service and support
  • 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

  • Experience with Linux will be an advantage but is not required
  • Experience with Office 365 and Cloud Environments will be an advantage but is not required

Accountabilities

  • Build rapport with service desk customers
  • Escalate problems (when required) to the Service Desk Manager
  • Track and monitor problems to ensure timely resolution, identify recurring trends, document processes for future response.
  • Maintain the help desk ticketing system
  • Create and manage Knowledge Articles and FAQs to aid both end-user and the IT team.
  • Provide basic hardware and software training to all end-users, as needed
  • Reinforce SLAs to manage end-user expectations.
  • Deploy laptops based on predetermined IT standards
  • Perform hands-on fixes at the computer level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Perform post-resolution follow-ups.
  • Provide remote or support to other locations in the corporation as assigned
  • Perform other duties as necessary

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