2nd Line Support Technician

On behalf of our client, we are seeking a highly motivated individual to join the Service Desk team as a 2nd Line Technical Support technician. Having recently entered an exciting phase of growth this is a brilliant time to be joining the business. In this role, you will be responsible for providing remote technical assistance to a diverse client base, addressing their hardware and software-related issues, and ensuring exceptional customer support.

Role Responsibilities:

• Serve as the point of contact for our clients, responding to their technical queries via phone, email, or chat in a professional and courteous manner.
• Perform basic troubleshooting and resolution of hardware and software issues, including desktops, laptops, printers, and networking devices.
• Accurately document all client interactions, issues, and resolutions in the ticketing system, ensuring comprehensive records for future reference.
• Escalate complex technical issues to the appropriate internal teams, following established protocols and ensuring timely resolution.
• Collaborate with other members of the technical support team to share knowledge, best practices, and contribute to the continuous improvement of the support processes.
• Ensure high levels of customer satisfaction by addressing client concerns, providing timely updates, and effectively managing client expectations.

Required Experience:

• Strong knowledge of basic troubleshooting techniques, including hardware and software diagnostics.
• Excellent customer service and interpersonal skills, with the ability to communicate technical concepts to non-technical individuals effectively.
• Strong problem-solving abilities, with a logical and systematic approach to issue resolution.
• Experience with LANs & WANs
• Experience with Microsoft Server Operating Systems
• Experience with remote support tools and ticketing systems is highly desirable.
• Ability to work independently and efficiently manage multiple priorities in a fast-paced environment.
• Flexibility to work outside regular business hours, if required, to provide 24/7 support to clients.
• Experience with Office 365 platform including setup, configuration, and support
• Professional certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar qualifications are a plus.

Employee Benefits:

• Great opportunities for career advancement, training and development.
• Private Medical Individual cover.
• Established pension plan.