2nd Line Support Technician

Location: West Sussex

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.

Key Responsibilities for the 2nd Line Support Technician

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, escalate 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 Key Experience for the 2nd Line Support Technician

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 Please apply as directed