2nd Level Support

A market leading ICT solutions provider is seeking to hire a 2nd level Support Technician.

Deliverables / Responsibilities:

• Delivery of high quality remote support on a range of technical incidents and problems across the IT client base
• Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
• Respond to, handle incidents and escalate problems on the variety of platforms and supported networks from logon to the resolution
• Perform administrative tasks user and server related
• Involvement and presence in core Virtual Teams
• Help support, train and mentor other team members
• You will have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes
• Take ownership of incidents assigned to you and manage them through to resolution.
• Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
• Application troubleshooting

Required skills and capabilities

The ideal candidate will have/be:

• Minimum 5 years experience
• Previous experience of providing IT Support at a 2nd Line level in a commercial environment
• Excellent communication and interpersonal skills
• Experience supporting:
  • Microsoft Exchange
  • Active Directory
  • Office 365
  • Windows Servers (full range)
  • Server Virtualisation (HyperV / VMWare)
  • Local Area Networking
  • Cisco LAN/WAN (routers, switches, ASAs)
  • Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls
  • Citrix ( XenApp/XenDesktop)

• Formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous