Job Description: Second Line IT Support - High Wycombe.
Established since 1998, a well-known and highly regarded supplier of B2B telecommunications, supplying leading edge technology throughout the UK, with a group turnover in excess of £20m. Following company training, the successful applicant will be responsible for a smooth and seamless provision of IT support for both internal and external clients.
The Role
The day-to-day role will involve resolving issues and support for management and employees of our group of companies from a ticket-based system. The role will also require the successful applicant to aid and support our external customer base.
Experience:
* Minimum of 3 years in a Desktop Support environment
* Proficient with Windows Desktop Operating Systems essential (Windows 10 / 11) / MAC
* Good working knowledge of Windows Server Operating Systems
* Proficient with Microsoft Office Applications essential (2016 / 365)
* Experience with on-prem & hosted email services like Office 365 & G-suite
* Advanced Networking knowledge (DHCP, DNS, Routing, vLANs)
* Experience with various Internet Connectivity Mediums essential, xDSL, Fibre
* Experience with Enterprise Antivirus packages
* Experience in Backup management
Responsibilities:
* Remote IT Telephone Support for customers
* Remote assistance to end users covering hardware, operating system, file and print, personal productivity suites, email, Internet, Intranet access.
* Provide remote support using any industry accepted remote support software.
* Interface and collaborate with other 3rd party vendors to ensure seamless integration and support services.
* Adherence to a call logging process
* Password resets/mail routing/new accounts etc.
* Logging customer queries and meeting SLA’s
* Updating existing tickets with SLA time
* Remote IT Maintenance for customers
* Ensuring that the operating system and personal productivity applications are up to date with the latest service packs, patches and drivers.
* Ensuring that the operating system and personal productivity applications are configured for optimal performance using industry best practice.
* Scheduled Server maintenance
* Onsite IT Support for customers
* Installation, configuration, move and/or upgrades to all designated EUC devices, both software and hardware, including peripherals and their associated drivers.
* Onsite Project installation work
* Escalate when needed in accordance with SLA
Education & Qualifications:
* A Levels
* A+, N+ or Microsoft MCSA /MCSE optional
Other Requirements:
* Have previous IT remote telephone support experience
* Driving licence
* Fluency in English is mandatory
* Good personality
* Willingness to learn
We offer the following benefits:
* Industry recognised training and personal development plans.
* Staff bonuses and holiday incentives
If you feel you have the skills for our IT Support role, please apply now!
Reference ID: SW/GH/IT2
Job Types: Full-time, Permanent
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