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Hays Specialist Recruitment Limited
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Guildford, Surrey
2nd Line Support Technician
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Job Type: Full-time |
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Overview
2nd Line Support Technician - Guildford - Shift Work - Permanent - £20000 - £28000 depending on experience Your new company A growing business within the IT Sector, based in Guildford. My client is looking for a 2nd line support engineer to work on a busy service desk. An immediate start would be preferable. This is a full time position with excellent progression opportunities & the potential to be put through multiple IT courses. The company provides 24/7 service. Shift work includes days, evenings, weekends & nights. Your new role Answer support queries via phone and email Logging of customer requests and incidents Diagnosing and rectifying technical problems and queries following first line fix criteria and where possible resolving at first call Provide applications and infrastructure support to our growing client base Manage third party vendors and suppliers Setting up new users' accounts and profiles and dealing with password issues Resolve incidents with printers, copiers and scanners and upgrade different types of software and hardware Working with senior engineers on escalated tickets. Logging and escalating calls with third parties where required, ensuring communication back to the customer Managing Microsoft Exchange 2007, 2010, 2012 & Online Server administration including Windows Server 2008, 2012, Active Directory, File and Print services, shares and Group Policy Managing escalations from the 1st line team, researching issues and escalating where needed to our clients or a 3rd party. What you'll need to succeed Exceptional customer service and confident communication skills Enthusiasm and willingness to learn Some experience using Microsoft Server and Desktop operating systems Basic network troubleshooting Excellent teamwork skills Knowledge of MS Office Basic understanding of PC, laptop and tablet set-up and configuration. A Certification or higher preferred but experience essential A minimum of 2 years experience in a helpdesk environment In addition to these daily tasks, as a 2nd line technician, you will be dealing with escalations from agents and clients, mentoring team members and assisting with training where needed. 40 hours per week (Overtime Available) Shift times between 07:00 - 21:00 (8 hour shifts) Previous IT Support experience is necessary. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk