2nd Line IT Support

Date Posted: Tue, April 23, 2019

Job Salary: £12.50 - £14ph / Salary Range: Other / Location: Essex /

2nd Line IT Support urgently required for all incidents reported by staff to the Service Desk.

Contract: 3 months (1 month probation)

Shifts: between 07:00 – 23:00 (each shift will be 7.5 hours)

Must have your own vehicle and Valid UK driving licence (clean)

Key Responsibilities:

Provide effective 2nd line end-user on site, telephone, email & self-service support of IT systems; to include, but not limited to – Microsoft Windows operating systems, Microsoft Office Suite’s, off-the-shelf & bespoke applications, remote connectivity / VPN platforms, local / network printer support.
Provide 1st line telephone support as required.
Tenacious & comprehensive logging of tickets and timely resolution of 1st & 2nd line issues.
Technicians are expected to close a minimum of 20 (remote) 2nd line tickets per 7.5 hour shift. Field engineers are expected to close a minimum of 12 site visits tickets per 7.5 hour shift.
Remotely supporting end-users using available remote desktop software.
Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high First Call Resolution (FCR).
Functional escalation of tickets to other support teams in cases where a suitable FCR or 2nd line fix is not achievable.
Maintain and oversee installation, configuration, maintenance and troubleshooting of end user workstations, hardware, software and peripheral devices, as well as manage tickets logged at the support desk, ensuring timely resolution in accordance with the agreed SLA’s.
Day to day support of networks, servers and other infrastructure including Active Directory, Microsoft Exchange, Cisco phone system etc
Engage in proactive support to all clients in order to prevent reoccurring errors.
Ownership of Incidents, service requests and problem management where necessary.
Working as part of a team and actively promoting knowledge sharing amongst all levels of technical support staff.
Creating and updating technical documentation in line with departmental guidelines.
Maintain administrative tasks.
To be aware of and abide by company policies across the whole business.
Computer / Administration:

The post holder should have previous exposure and technical hands on experience of technologies such as:

Microsoft Operating Systems (Win 7/ Win 10 / Other)
Microsoft Active Directory
Microsoft Exchange (2007 / 2010 / Other)
Microsoft Office Suite (2007 / 2010 / Other)
DHCP \ DNS \ Group Policy Management \ Print servers \ IIS
Cisco AnyConnect – Remote access solutions (Or similar Technology)
Swivel Pinsafe – Remote access (Or similar Technology)
ITIL Aligned
Prince II Aligned
Previous support for HP Hardware (Desktop \ Laptops)


NVQ level 2 or equivalent standard of literacy and numeracy
Good standard of general education to GCSE level or equivalent
ITIL Foundation Certificate or higher
CompTIA A+ Certification or higher / equivalent
MCITP Microsoft Certification or higher / equivalent
Cisco CCNA Certification or higher / equivalent
Citrix CCA Certification or higher / equivalent
Valid UK driving licence (clean)
Significant experience of providing 2nd line technical support
Significant experience of administering modern Microsoft operating systems
Significant experience of administering Microsoft Active Directory
Significant experience of administering modern versions of Microsoft Exchange
Significant experience troubleshooting desktop hardware including computers & printers
Significant experience of working in an IT technical support environment
Significant experience of working in a face to face customer support environment
Strong & methodical approach to troubleshooting technical issues
Developed communication skills and ability to provide a high level of customer service
Knowledge of ticket logging systems and exposure to incident and problem management


Professional, Calm and efficient manner
Excellent Interpersonal skills
Able to act on own initiative. A proven self-starter who can still work well within a team
Planning and organisational skills

To be aware and demonstrate the company values
To be able to travel effectively throughout the company sites
Have a keen eye for detail and accuracy.

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