2nd Line Support Technician Analyst

A leading business within the technology field is currently looking to recruit an experienced 2nd/3rd Line Support Technician to support them with an influx of work. Based in Manchester City Centre...

Required Skills/Experience

• Technical support experience, knowledge of Windows Server and Client environments, networking and systems troubleshooting and resolution. Ideally this would have been gained as helpdesk analyst or systems administrator within an IT company.
• Experience delivering support and technical expertise to end users face to face, over the telephone, and via remote support software.
• Strong system, software and hardware diagnostics, fault finding and problem solving.
• Experience of Office 365, SharePoint, Sage products and various corporation anti-virus software solutions, VMWare and web technologies are an advantage.
• Experience of Server implementations, device imaging and deployment, firewall and WAN technologies
• Security focused whilst being aware of vulnerabilities and threats
• Excellent communication skills via face to face, telephone and e-mail.
•  Ability to work within tight time scales and deadlines within a team and on your own initiative.
• Have the ability to converse with non-technical people without technical jargon and able to build and maintain good relationships with clients, colleagues and suppliers.
• Our ideal candidate would be capable of managing and prioritising their own workload and will possess strong organisation skills.
• Approximately 2 years + experience in a similar role

The Role

As an IT Support Technician/Analyst your main roles and responsibilities will include:

• Responsible for resolution of 1st line, 2nd line and potentially 3rd line customer support by resolution of incidents and routine change requests to agreed standards and Service Levels by means of our service desk application.
• Organisation and implementation of customer desktop, server and network systems
• Troubleshooting and reacting appropriately to client requests and system alerts
• Proactive planning, maintenance and support for clients systems and IT strategy
• Actively seeking opportunities to improve clients IT systems and IT operations
• Conducting client site visits for support and system development projects
• Maintaining strong client relationships and delivering excellent customer service to end users
• Completing assigned tasks on time and managing own workload
• Communicating progress both internally and to clients
• Administrating duties including client maintenance and support
• Performing all activities that are required to fulfil the client’s needs and requests
• Some travel will be involved so it is essential that you have a full clean driving license.

Although the role will be 9am to 530pm, Monday to Friday and based out our office in Central Manchester, there will be the need to travel to other sites in Birmingham, Cardiff, Leeds, Liverpool, London and Manchester. There will also be the occasional requirement to work outside of normal office hours, both remotely and onsite, mainly to assist with project work or to respond to a system failure. Your flexibility will be required in this respect.

The Person

You will be a reliable, responsible and trustworthy person who enjoys dealing with people and not just technology. As well as being self-motivated and self-disciplined, you will be able to remain calm under pressure and be a tenacious problem solver who understands when issues should be escalated. You will be eager to learn with an ability to self-teach in areas of uncertainty. Finally you should possess a strong customer service ethos with a hunger to develop and improve your experience.

If you are interested in applying for this position, please contact Gina on 0161 871 6820.