3rd Line IT Support Technician
Up to £40K
Based: Stourbridge
About the company
Private and well-established company founded in 2006. Partnering and developing relationships with some of the market's key players such as Microsoft and Dell, Techys2u has considerable experience installing IT systems for a wide range of businesses covering many sectors.
About the role
The role will be responsible for providing 3rd-line technical support to resolve complex hardware, software, and network issues.
Responsibilities - (but not limited to)
1. Providing the type of personalised customer service you'd expect from a small firm handling 2nd and 3rd line support via telephone, email, and remote support tools.
2. Diagnosing and resolving complex issues in a Microsoft environment.
3. Providing technical expertise to manage and lead the design, configuration, and deployment of computer systems, networks, and IT & Communication projects.
4. Change and project implementation as well as process improvements, for internal projects as well as client projects.
5. Coordinating with 3rd-parties such as suppliers and channel partners when required, to resolve problems and queries.
6. The creation, maintenance, and publishing of support documentation in order to assist colleagues in the quick resolution of incidents and to enable users to become more self-sufficient.
7. Visiting customer sites to provide support and install new systems.
Person Specification
1. A proven understanding of:
1. Microsoft Azure, Microsoft Intune/Endpoint Enrolment.
2. Power Automate and PowerShell scripting.
3. Windows Server technologies such as Active Directory, DHCP, and DNS.
4. Bare metal recovery and backup.
5. Procedures for servers and workstations.
6. Working with Microsoft Windows 10 as well as a knowledge and understanding of earlier versions.
7. Email and server migrations including knowledge of Microsoft Exchange and Exchange Online.
8. Antivirus concepts and remote management tools.
9. Networking knowledge including: wireless, VoIP, structured cabling, routing concepts, VPN, and managed networks.
10. Routers running pfSense/OPNSense or similar router operating systems (e.g. Untangle).
Beneficial, but not essential
1. Previous experience of working within 3CX and VoIP services.
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