Level 2 - IT Support

Are you looking for a rewarding career with a company that values family, trust, quality, professionalism, and empowerment? Look no further than The Prospero Group, one of the leading recruitment agencies in the UK.

At Prospero, we're more than just a recruitment business; we're a family. We're looking for individuals who share our values and vision to help us continue to grow and achieve our goal of becoming the recruitment and training agency of choice for both clients and candidates.

We are seeking a skilled and motivated Level 2 IT Support Specialist to join our dynamic IT team. The ideal candidate will have a strong technical background combined with excellent communication skills, allowing them to convey complex technical concepts to non-technical users effectively. This role requires advanced knowledge of Active Directory (AD) and Azure Active Directory (AAD) administration. Experience with Exchange, SharePoint, VOIP systems, and Mobile Device Management (MDM) is highly desirable. Familiarity with Power Apps, Flow, and Forms will be considered a significant advantage.

Key Responsibilities:

1. Technical Support:

- Provide second-level technical support to end-users, troubleshooting and resolving complex IT issues.

- Assist in the diagnosis and resolution of hardware, software, and network-related issues.

- Escalate unresolved issues to higher-level support or vendors when necessary.

1. Active Directory and Azure AD Administration:

- Manage and maintain AD and AAD environments, including user accounts, groups, and permissions.

- Perform routine AD and AAD tasks such as password resets, account unlocks, and policy enforcement.

1. Exchange and SharePoint Administration:

- Support and manage Exchange server environments, including mailbox management and email flow troubleshooting.

- Assist in the administration and support of SharePoint sites, libraries, and user permissions.

1. VOIP Systems Support:

- Provide support for VOIP systems, including user setups, troubleshooting call quality issues, and managing VOIP infrastructure.

1. Mobile Device Management (MDM):

- Manage MDM solutions, ensuring secure and efficient deployment of mobile devices and applications.

- Support end-users with MDM-related issues and ensure compliance with company policies.

1. Collaboration Tools:

- Assist with the administration and support of collaboration tools such as Power Apps, Flow, and Forms.

- Develop and maintain custom workflows and forms to enhance business processes.

1. Documentation and Training:

- Create and maintain comprehensive technical documentation and user guides.

- Provide training and support to end-users to improve their understanding of IT systems and tools.

1. Communication:

- Communicate technical information clearly and effectively to non-technical users.

- Collaborate with other IT team members and departments to ensure seamless IT service delivery.

Qualifications:

- Proven experience in a Level 2 IT support role or similar position.

- Excellent working knowledge of Active Directory (AD) and Azure Active Directory (AAD) administration.

- Experience with Microsoft Exchange and SharePoint administration.

- Familiarity with VOIP systems and Mobile Device Management (MDM).

- Strong troubleshooting and problem-solving skills.

- Proficiency in Power Apps, Flow, and Forms is advantageous.

- Excellent communication skills, both verbal and written.

- Ability to explain technical concepts to non-technical users effectively.

- Strong organizational and time management skills.

- Ability to work independently and as part of a team.