2nd Line Support Technician

2nd Line Support Technician

Location: Ringwood, Hampshire

Salary: £26,000 - £30,000 DOE + Profit Share + Benefits

Hours: 37.5 hours per week; Hybrid home working after successful completion of probation

The Role

We are looking for an experienced 2nd Line Technician with a keen interest in delivering outstanding customer service to our customers. You will be the first point of contact for technical escalations and will perform routine maintenance checks on customer infrastructure.

• Receiving technical escalations from 1st Line.
• Performing routine maintenance checks and updates.
• Supporting the 1st Line team and knowledge sharing.
• Progressing and closing incidents and requests.
• Liaising with internal and external customers.
• On the job training for systems, hardware and software, including but not limited to Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
• Role-specific training is available through Microsoft Learn.

Skills and Experience:

• At least 2 years' experience in a 2nd Line role.
• A good knowledge of IT troubleshooting and problem solving.
• Experience within an IT customer service environment.
• Taking responsibility for your workload.
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