2nd Line Support Technician

2nd Line Help desk Technician – West London (Office based)

Salary: £25,000 - £30,000

About the Role

My client is one of the biggest private recruitment consultancies in Europe specialising within technology, railway, education, healthcare and is often listed in the UK's Recruiter Top 100 list.

we are looking for a self-driven and highly motivated person to come in and build on their expertise in the support sector and complement the existing team.

The 2nd Line support Technician will be responsible for helping the Head of IT and the other members of staff in the IT Team, delivering a high level of support to the networked employees.

Primarily based in the West London office, the successful candidate will act in 2nd line support capacity, resolving issues face-to-face, over the phone or via remote connectivity.

The role is varied and requires a serious team player who can manage their time efficiently and prioritise or escalate technical issues to ensure efficient closure with the highest levels of customer service.

You will be responsible for:

• The first point of contact for customers seeking technical assistance over the phone, email or in person
• Providing support for client networks and applications across the UK.
• Providing remote and telephone support for client networks and applications.
• Daily monitoring of the Sysaid helpdesk system.
• Qualifying and documenting the problems raised by customers on the Helpdesk System
• Handling support of service requests which relate to all technology including; workstations, printers, user accounts and basic network trouble shooting
• Maintaining a high degree of customer service when responding to support issues.
• Taking ownership of support issues and seek closure ensuring all relevant support procedures are followed.
• Escalating more complex calls to the relevant support team member.
• Install configuration and deployment of new and existing hardware in line with defined procedures
• Install configuration and deployment of new and existing software in line with defined procedures
• Setting up new users and ensure they have the correct authorisation for accessing systems in line with define procedures
• Some participation in an out of hours support rota.
• Providing basic support and administration to the internal CRM systems

You will need to have:

• Proven experience in a similar role with customer facing responsibilities
• 2nd line support experience or equivalent but not essential
• experience of logging call systems and remote support tools (nice to have)
• A good understanding of Microsoft products and operating system (nice to have)
• A good knowledge around PC hardware
• A good understanding of server environments and Active Directory but not essential
• An understanding of basic networking & routing (nice to have)
• Active Directory Administration, new user setups (User Accounts, O365 Mailboxes) but not essential
• Strong communication and customer service skills - Essential
• The ability to quickly learn new applications and technologies - Essential
• Experience of PC hardware troubleshooting and problem solving.
• Microsoft Office 365 experience an advantage.

The ideal candidate's personality will be around:

• Proven Customer Service Experience
• You excel under pressure and remain positive and productive
• Great at multi-tasking
• Strong attention to details
• Quick learner
• Interested and able to work efficiently in different IT systems.
• Able to adapt own approach and style to the situation.
• Excellent written, oral communication and customer service skills
• Time management – is proficient in planning, organising, and managing their workload to maximise their efficiency.
• Active Listening - identifies the key elements of others’ communications and gathers further relevant information through effective questioning, listening, and summarising.
• Detail Handling - pays attention to detail and accuracy, ensures that activities and tasks are handled correctly and completed on time.
• An individual who has high levels of self-awareness and can deliver results with conviction and passion.

This is will be a fantastic opportunity for anyone wishing to work within a challenging environment, enabling them to develop their career. Please get in touch if you are interested in applying.