Go to job search

2nd Line IT Support Desk Technician

AZTech IT Solutions LTD, Milton Keynes

2nd Line IT Support Desk Technician

£35000

AZTech IT Solutions LTD, Milton Keynes

  • Full time
  • Permanent
  • Onsite working

Posted 1 day ago, 14 Nov | Get your application in today.

Closing date: Closing date not specified

job Ref: 3b09c43aa05b482f91595c9b20f1ea61

Full Job Description

  • Acting as the first point of contact for technical service requests for external clients, and managing escalations from 1st Line IT Support Technicians.
  • Logging and maintaining support issues detail throughout a service ticket lifecycle using ConnectWise
  • Responding appropriately to more complex problems through escalation
  • Prioritisation and management of workload to ensure client SLAs are met.
  • Owning, managing, and resolving incidents, completing requests and change requests in line with our SLA's
  • Delivering against our KPI's
  • Identifying opportunities for improvement both technically and in processes

    We are seeking a customer focused, experienced 2nd line level IT Support Desk Technician, that has a minimum of two years 2nd line IT support experience, supporting external clients at an IT Managed Service Provider (MSP) on a busy helpdesk / IT support desk. You will be a part of the Service Delivery Team and based at our Milton Keynes office.
    • The successful 2nd Line IT Support Desk Technician will have previous experience working for an IT MSP where you have troubleshooting clients technical issues with Azure, O365, Windows 10, Active Directory, and any additional Microsoft technologies. You will also be expected to be able to follow the process of using a ticketing systems (we use ConnectWise here at Aztech IT). Working as part of our first response team you will ensure that our customers receive an excellent and consistent customer service experience. It is essential to have a passion for technology and provide outstanding customer service.,
  • Minimum of 2-years experience supporting external clients at an IT MSP.as a 2nd Line IT Support Technician
  • Previous experience of working with a ticketing systems managing your own time entries / timesheet.
  • Able to deliver and troubleshoot complex technical solutions
  • Strong communication and documentation skills
  • Good time management and prioritisation skills
    • Good Technical Knowledge
  • Office 365
  • Azure
  • Windows Server
  • Active Directory
  • Windows 10
  • PC & Server hardware
    • Desirable technical knowledge
  • ConnectWise
  • Hypervisor / VMware
  • vSphere
  • SharePoint
  • OSx Operating Systems
  • Firewalls
  • Networking
    • Desirable Qualifications / Certifications
  • AZ-104
  • Microsoft 365 Certified: Fundamentals
  • CCNA

    Aztech IT has grown from strength-to-strength since 2006 and we were recently recognised in Britains Best 50 Managed IT companies. We pride ourselves in having a team ethos and employee-centric environment.

    Annual salary up to £35k pa, depending on experience and accreditations
  • 24 Days Holiday Increasing with long-service
  • The hours of work are 37.5 per week. Applicants must be flexible to work additional hours to fulfil the requirements of the job role.
  • Based full-time in Linford Wood, Milton Keynes.
    • Employee and Office Benefits
  • Excellent training/development opportunities - The Aztech Academy
  • Perkbox - Hundreds of different perks delivered to your mailbox weekly.
  • Paid for Company nights out.
  • AXA Health Cash Plan
  • Exam Bonuses
    • To apply for this role, you must be eligible to work in the UK and have working rights in place at application stage. Aztech IT cannot sponsor visas. Powered by JazzHR

Relevant jobs