2nd Line Support Technician

Our client is currently recruiting for a 2nd line Support Technician to join their IT Operations Team. The 2nd line Support Technician will be responsible for resolving tickets to a 2nd line level and being a point of escalation for 1st line.

This is a hybrid based role, 2 days on-site per week in the Crawley office.

• Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner
• Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents
• Working within a team to triage problems and either work on them directly, elevate to another Engineer, or direct to another team
• Logging technical support requests over the telephone or by email
• Using remote control tools and technologies to assist end users as required
• Adhering to the Service Level Agreement provided to the Business

• Previous experience in an IT support-related role
• Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi‑Fi) and fault diagnosis of hardware
• Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)
• Experience administrating Entra  (Azure ) and Active Directory, including Group Policy management and assignment