2nd Line IT Support Technician

Our client is looking to recruit a 2nd Line IT Support Technician to deliver excellent customer service in providing second line support to the users and business owners of the companies customers.

The role will involve:

* Supporting a wide variety of businesses in and around Peterborough with hardware, software and telecoms,
by telephone, remotely and onsite. Primarily 2nd line support; 1st line when necessary:
o Answering telephone calls and logging support requests
o Using helpdesk software to manage all support requests
o Taking complete ownership of and resolving all notified support issues, promptly, courteously and
professionally to agreed service levels
o Keeping end users fully informed during and at resolution, leaving them assured they are receiving
the best attention
o Escalating problems appropriately where necessary
o Maintaining and writing support function documents
* Contributing to specification of new hardware
* Monitoring and optimising network, desktop and application performance
* Ensure integrity of backup routines
* Travel to provide onsite support to customers where necessary

Key Attributes

* Methodical and logical approach to problem diagnosis and resolution
* Discretion
* Excellent attitude to customer service
* Ability to communicate effectively and confidently at all levels, by telephone, face to face and in writing
* Ability to effectively interpret users requirements
* Awareness of the essential role of IT within business
* Good standard of written and verbal English
* Ability to work on own initiative and manage own workload
* Pro-active, resilient and resourceful
* Adaptable and able to work to deadlines
* Enjoys a challenge; positive attitude with a high level of enthusiasm and drive
* Excellent attention to detail
* Able to identify and address own training needs
* Desire to advance own career in IT.

Essential Experience

* Laptop & Desktop Support (Microsoft operating systems)
* Windows Server Support
* Server software support e.g. Microsoft Exchange
* Networking (Lan & Wan) Support
* Backup Configuration

Job Type : Permanent

Location : Peterborough, Spalding, Huntingdon, Stamford, Corby, Leicester, Northampton, Cambridge, St. Neots, Lincoln

Salary : 18,000 - 20,000

Date Advertised : 01 Feb 2013

Sorry, this position is no longer available.

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