2nd Line Support Technician
Location: Ringwood, Hampshire
Salary: £26,000 – £30,000 DOE + Profit Share + Benefits
Hours: 37.5 hours per week; Hybrid home working after successful completion of probation
The Role
Our client is looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to their customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.
* Receiving technical escalations from 1st Line.
* Performing routine maintenance checks and updates.
* Supporting the 1st Line team and knowledge sharing.
* Progressing and closing incidents and requests.
* Liaising with internal and external customers.
* On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
* Role-specific training is available through Microsoft Learn.
Skills and Experience
* At least 2 years' experience in a 2nd Line role.
* A good knowledge of IT troubleshooting and problem solving.
* Experience within an IT customer service environment.
* Taking responsibility for your workload.
* Be helpful and approachable.
* Excellent time management skills.
* Good communicator.
* Working knowledge of ITIL.
* Experience using Microsoft services.
This role is subject to a clear standard DBS check being received.
Package
* Ongoing training and support.
* Company Profit Share (first £3,600 is tax free).
* 22 days annual leave plus bank holidays, increasing with length of service.
* Birthday as additional paid leave.
* Additional paid leave (dependent on company performance).
* Company sick pay policy.
* Pension Scheme.
* Private Medical Insurance including Dental.
* Free Parking.
* Hybrid Working.
* Progression opportunities.
* Fresh fruit, the occasional pizza and a posh coffee machine!
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