Lily is The Home of Digital Transformation. We are a multi-award-winning Managed Service Provider of IT and Communications solutions for businesses. We deliver a wide range of innovative solutions to small, medium and large enterprises across the UK, enabling them to future-proof their operations while reducing costs, increasing revenue, and improving efficiency.
At Lily, we are proud of our fast-paced, high-performance culture. We live by our core values: Passion, Performance, Inspiration and Integrity. If you thrive in a dynamic environment where challenges are embraced, success is celebrated, and growth is constant, then Lily is the place for you.
IT Service Desk Technician
We are looking for a proactive and customer-focused 2nd Line IT Service Desk Technician to join our growing team. As part of our IT Support Team, you will provide high-quality technical support, troubleshooting, and system maintenance to our clients, ensuring smooth IT operations. You will play a key role in resolving technical issues, assisting with system changes, and providing remote installations while maintaining a high standard of customer service.
We emphasise resolving issues efficiently and meeting service-level agreements (SLAs) to maintain client satisfaction.
Responsibilities:
1. Provide professional, customer-focused support throughout the entire ticket lifecycle.
2. Deliver technical assistance via phone, email, and remote desktop tools.
3. Take full ownership of service tickets, ensuring timely and proactive issue resolution.
4. Maintain high standards of customer service in alignment with IT service management principles and best practices.
5. Accurately log and document all support requests in the ticketing system.
6. Assist customers with IT systems, offering training and expert guidance as needed.
7. Collaborate with colleagues to diagnose and resolve complex technical issues.
8. Identify opportunities to enhance the customer experience and recommend innovative IT solutions.
9. Mentor and train 1st Line IT Support Technicians, with a key focus on developing knowledge and skill.
10. Ensure escalations are managed effectively and resolved in a timely manner.
11. Investigate and resolve escalated technical issues that go beyond 1st Line support capabilities.
12. Proactively monitor IT systems to identify and resolve potential issues before they impact users.
13. Assist in the installation, configuration, and maintenance of hardware, software, and operating systems.
14. Manage user accounts, permissions, and security settings in line with company policies.
15. Contribute to root cause analysis and long-term solutions to reduce recurring technical issues.
16. Maintain technical documentation and contribute to an internal knowledge base to support continuous learning.
17. Assist in implementing security best practices, including antivirus management and patching.
18. Work closely with senior IT teams and external vendors to resolve complex technical issues.
19. Track and manage IT assets, ensuring accurate records of hardware and software licenses.
20. Support IT infrastructure and business improvement projects, such as system migrations or cloud adoption.
About You:
We’re looking for a problem solver and team player with a passion for IT support. You should be eager to grow within the company and stay up to date with the latest IT technologies. Strong attention to detail and a drive for excellence are key.
Qualifications & Technical Skills:
* Experience with Windows 10/11, Windows Server, Active Directory, and Office 365.
* Knowledge of networking protocols, firewalls, and VPN configurations. (VLAN, VPN, DNS, DHCP, TCP/IP)
* Understanding of RDP, cloud solutions, and endpoint security.
* Strong troubleshooting skills for hardware, software, and connectivity issues.
* Certifications: MS-900, AZ-900, SC-900
* Backup Solutions
Job Type: Full-time
Pay: £27,000.00-£32,000.00 per year
Additional pay:
* Commission pay
* Performance bonus
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Sick pay
Schedule:
* Monday to Friday
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Telecommunications
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