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Job Description
2nd Line Support
Northampton
Up to £35,000 + Benefits
With decades of experience, our client is a prominent IT services provider, known for their commitment to innovation, collaboration, and customer-focused solutions. Operating across multiple sectors and supporting public and private clientele from SME to Enterprise this is an opportunity to join an expanding team with a structured development programme and be part of their plans for growth and market expansion in 2025.
The Role:
- Provide 2nd line technical support for all customers
- Ensure customer incidents are resolved as quickly as possible (on and off-site)
- Take responsibility and exceed department Service Level Agreements
- Work closely with 1st and 2nd line technical support and other field engineers to ensure a high level of communications is maintained
- Provide technical guidance to the helpdesk team and field engineers
- Create and maintain strong relationships with other business units
- Ensure that customer and ACS office solutions equipment/goods are installed to appropriate standards and industry best practice
- Provide occasional support of managed services operations, including involvement of weekend tasks
- Provide assistance to service team for technical design, implementation and support of customer incidents and projects
- Undertake customer audits and create appropriate documentation
- Create and maintain suitable customer infrastructure / service documentation
- Assist with the planning of internal and customer project work
- Accountable for the change control process and the upkeep of digital records
- Ensure that each service incident or installation is tested as per the client’s sign off process and that this information is stored correctly
- Assist in the training and development of service helpdesk staff and field engineers
- Work under own initiatives as part of the service team to ensure high quality support to clients
- Undertake tasks identified by service helpdesk, service team leader or technical manager
- Undertake any other duties as required, which are deemed necessary to satisfy the needs of the ACS
- Ensure incident information is recorded accurately and in a timely manner
- Ensure jobsheets are accurate and completed daily
- Keep appraised of new and emerging technologies
- Seek and highlight additional opportunities whilst reviewing customers infrastructures
- Suggest improvements for the on-going development of the service department
Candidate Requirements:
- Minimum 2 years’ experience in a role of supporting servers, networks, printers, PC’s and applications.
- Proven experience of enterprise / mainstream technologies and applications primarily focused on Microsoft front/backend products as well as anti-virus and backup platforms and operations.
- Experience with other enterprise / mainstream technologies and applications such as Citrix, VMware and Cisco are desirable.
- Relevant experience of managing, maintaining, and supporting peripheral equipment including routers, switches, hubs, UPS’s, printers etc.
- Industry recognised accreditations such as MCP, MCSA, MCSE, CCA, CCNA are highly desirable.
What’s on Offer:
- Hybrid Working – During probation, will be expected onsite for up to 5 days a week. After which, WFH permitted schedule dependant.
- Top of the range technology in office and for home working (laptops, screens, latest)
- Subsidised health care/medical benefits
- Annual Leave – 25 to 30 days plus B.H’s + optional 2 weeks unpaid. *Increases with time
- Progression Plan – training & mentor programme.
Seniority level
- Associate
Employment type
- Full-time
Job function
- Information Technology
- Industries
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