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1st / 2nd Line IT Support

1st / 2nd Line IT Support

Matchtech Group PlcWarrington, England, United Kingdom
13 days ago
Job type
  • Permanent
Job description

Our client, a leading organisation in the technology sector, is currently seeking a dedicated 1st / 2nd Line IT Support Specialist to join their team on a permanent basis. This role requires a proactive individual who excels in providing exceptional IT support across multiple channels, ensuring efficient and effective service delivery.

Responsibilities

  • Provide email, telephone, remote, and in-person IT support, ensuring a high level of customer service.
  • Build, configure, and deploy PCs, desk phones, and mobile phones, including associated software and operating systems.
  • Maintain and support desktop infrastructure devices and all related hardware.
  • Ensure software applications are maintained and patched in line with business cyber essential agreements.
  • Take ownership of assigned tickets, documenting work and resolutions and escalating when necessary.
  • Ensure tickets are closed within agreed SLAs and provide phone support for incoming IT calls.
  • Work with approved vendors and suppliers, arranging site visits as required.
  • Create and maintain documentation and user training materials relevant to IT support.
  • Adopt a flexible approach to IT support coverage, including remote site visits.
  • Engage in self-study and attend courses related to technical and personal development.
  • Raise service shortcomings or propose changes to improve IT services to the team leader.
  • Undertake ad-hoc site visits to provide onsite support when required.
  • Perform other ad-hoc duties as necessary to maintain acceptable IT support levels.

Job Requirements

  • Relevant 2nd Line / Desktop support experience within medium or large businesses.
  • Excellent telephone manner and face-to-face communication skills.
  • Strong knowledge of Microsoft-based operating systems, focusing on Windows desktop technologies (Windows 10 / 11).
  • Experience with asset and software management.
  • Experience in a multi-domain environment.
  • Proficiency in using and troubleshooting Microsoft Office, including Word, Excel, and PowerPoint.
  • Knowledge of Office 365, Identity Manager, Mobile Device Management, and build deployment solutions.
  • Experience troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation).
  • Understanding of PC hardware setup and configuration.
  • Basic understanding of network concepts.
  • Excellent interpersonal skills, with the ability to inspire user confidence.
  • Professional and thorough approach.
  • UK Driving Licence.

    • Desired Skills and Experience

  • Encourage and motivate others to achieve their goals in alignment with organisational goals.
  • Understand the customer's situation to develop a fuller understanding of their needs.
  • Strive to exceed customer expectations and advocate for customer satisfaction.
  • Effectively handle dissatisfied customers and ensure efficient use of time and resources.
  • Monitor progress against plans and act accordingly.
  • MCP certification is beneficial but not essential.

    • If you have the relevant 2nd Line / Desktop support experience and are looking to further your career within a dynamic and challenging environment, we would love to hear from you. Apply now to join our client's dedicated IT support team.

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    Line It Support • Warrington, England, United Kingdom