Description

We are looking to employ a 2nd line IT Support Technician to join our existing workforce. In this varied role you will become a point of escalation for all 2nd line technical issues whilst ensuring all 1st line activities are completed across the site. This is an exciting and often challenging and physical role for anyone looking to progress their career into a 2nd line position.

The successful candidate will also be involved with ongoing projects and system installations of various IT & EPOS hardware and software.

Personal qualities

A positive attitude with an appetite to learn.

Strong customer service skills.

Excellent organisational skills.

Ability to work in a front-line customer facing environment.

Ability to cope with competing demands and to prioritise tasks as part of the IT team.

Previous 1st and 2nd Line support experience

Essential Skills/Knowledge

Excellent working knowledge of supporting Windows 10 and above.

Windows Server (2012 and above) administration and maintenance

Active Directory and group policy experience

Experience supporting IT hardware including Servers, Desktops, Laptops and more

Working knowledge of network communication protocols, for example TCP/IP, DNS & DHCP

Experience of working with WAN, LAN and wireless environments.

Excellent technical and problem solving skills with the ability to generate ideas and solutions.

Maintain excellent written and verbal communications with both technical and non-technical customers and colleagues.

To scope, build, install and configure new and upgrade existing IT/EPOS hardware and software

Desirable Skills/Knowledge or a willingness to work towards

Hyper-V & Failover Cluster environment

Working knowledge of SAN technologies

A good understanding of SQL Server & T-SQL

Linux server administration and support

Day to day duties typically involve:

Providing technical support to colleagues, ensuring all calls and emails are answered, resolved or escalated in accordance with department procedures.

Diagnosing hardware and software faults and solving technical problems.

Take ownership of incidents assigned to you and manage them through to escalation or resolution.

To complete all administrative tasks associated with the provision of technical support, including, but not limited to, raising tickets and maintaining operational data.