2nd Line Technical Support

About the Role: We are seeking a dedicated and experienced 2nd Line IT Support Technician to join our dynamic team. The ideal candidate will be responsible for providing technical support and troubleshooting services to our clients, ensuring the highest level of customer satisfaction., Provide 2nd line support for IT-related issues across a variety of platforms and technologies.

- Troubleshoot and resolve hardware, software, and network problems.

- Escalate complex issues to the 3rd line support team when necessary.

- Maintain and update IT documentation and system logs.

- Assist with IT projects and the implementation of new IT solutions.

- Ensure security protocols are followed and assist with the management of firewalls and antivirus systems.

- Conduct regular system backups and perform data recovery if needed.

- Provide user training and create user guides to reduce the number of support requests.

Proven experience in a 2nd line IT support role.

- Strong knowledge of Windows operating systems, Microsoft 365, and other commonly used software.

- Experience with troubleshooting network issues, including Wi-Fi, LAN, and WAN technologies.

- Familiarity with Active Directory, Exchange, and remote desktop services.

- Familiarity with Hosted Telephony systems

- Excellent problem-solving skills and the ability to work under pressure.

- Strong communication and interpersonal skills.

- Relevant IT certifications (e.g., CompTIA, Microsoft Certified Professional) are desirable.

- Full UK drivers license

Competitive salary and benefits package.