This is a hybrid based role, 2 days on-site per week in the Crawley office.
Key Responsibilities for the 2nd Line Support Technician
- Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
- Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
- Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team
- Logging technical support requests over the telephone or by email
- Using remote control tools and technologies to assist end users as required
- Adhering to the Service Level Agreement provided to the Business
- Previous experience in an IT support-related role
- Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi-Fi) and fault diagnosis of hardware
- Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)
- Experience administrating Entra ID (Azure ID) and Active Directory, including Group Policy management and assignment