ABOUT THE COMPANY
Established in 2007, we are a fast growing fun company based in London that is seeking energetic and motivated professionals to join the team. We are an MSP (Managed Service Provider) with clients across the UK and abroad. We are looking for a few well-rounded individuals who have solid technical skills as well as great communication skills.
ABOUT YOU
Are you a motivated individual who loves technology? Do you thrive in a fast-paced environment? Love learning about new technologies? Getting hands on experience? Do you have a great work ethic and people/communication skills?
If the answer to the above is YES then we are the company you want to work for.
You will have a positive attitude and the ability to work with minimal management in a team environment where every member is an important part of our success.
This role is a critical part of our client service delivery strategy. This is an opportunity to be part of one of the country’s top-class MSPs. We are looking for leaders in the industry who are excited by the thought of being part of an innovative team whilst having fun at work and growing professionally.
We offer excellent pay and benefits along with training. If you think you have what it takes, then provide us with a brief summary of why you think that you could thrive in this type of environment along with your current CV.
SUMMARY
The Level 2 Support Technician's role is to ensure proper computer operations so that end users can accomplish their daily tasks. This includes receiving, prioritising, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Provide onsite and remote support to end-users
• Respond to assigned tickets/tasks in accordance with SLA guidelines
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
• Update technical support documentation when required
• Setup and support mobile devices across a range of OS’s
• Troubleshoot Windows Desktop and Microsoft Office applications
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Utilize RMM platforms to maximum efficiency
• React to service outages promptly with adherence to standard operating procedures
• Self-triage and dispatch tickets when required
• Take ownership of tasks and follow through to ensure complete resolution
• Take a personal interest in and responsibility for the quality of work performed
• Perform hands-on fixes at desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Participate in the On-Call Rotation
• Follow all company policies and best practices such as accurate time tracking.
• Perform related duties consistent with the scope and intent of the position.
WORK ENVIRONMENT
Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours in order to satisfy customer needs and position requirements.
MINIMUM QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Level 2 technician must also submit to and pass a comprehensive criminal background check before a final offer of employment can be made.
EDUCATION and/or experience
• 1-2 years’ experience in providing IT support at an MSP or similar IT organization.
• In-depth understanding of Windows desktop operating system required.
• Basic knowledge of AD, MS Exchange and DNS required
• Foundational knowledge of Windows networking
• experience with routers and switches is a plus
• experience with terminal services is a plus
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to communicate with and present information to others and access information using a computer for several hours at a time. Employees must have mobility throughout the office and may occasionally drive or ride to other service locations.
EMOTIONAL DEMANDS
The employee must be emotionally mature and be able to handle difficult and complex client and work-related situations. Candidates must possess strong problem solving, conflict resolution, and interpersonal skills. They must be self-driven and possess a positive mental attitude.
COMMUNICATIONS SKILLS
Excellent written and verbal communication skills are essential, as well as effective organisational, multi-tasking, and prioritisation skills. Candidates must be able to read, analyse and interpret general industry periodicals, technical procedures and governmental regulations. They must exhibit an ability to professionally write reports, business correspondence, and procedure manuals. They must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. They must be able to effectively present information and respond to questions from clients, vendors, employees and the public. Candidates must demonstrate the ability to understand and apply standard, high school-level mathematical concepts for the purposes of measuring departmental statistics.
ABSOLUTELY NO AGENCIES. JUST GREAT INDIVIDUALS PLEASE!