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Job Description

One of the UK's leading private provider of mental health services is looking for a 2nd line technician support to assist with hardware and software problems via phone and ticketing system. You will be joining an expanding team of technology analysts.


Key Responsibilities:

  • To provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of customer service for all support queries and ensure that all SLA’s are met
  • To work effectively and productively with 3rd line support
  • To take ownership of user problems, perform technical diagnosis and fix the issue either remotely or arrange a site visit.
  • To log all calls on the tickets logging system and maintain full documentation
  • To maintain user security on all systems
  • Ensures that internal SLA’s and ITIL processes are followed
  • Maintain a knowledge base of any software or hardware problems detected
  • To arrange for external support visit where problems cannot be resolved remotely

About You:

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies (Windows 7/10/XP)
  • Networking Experience (LAN, WAN & Wi-Fi)
  • Experience using and troubleshooting Libra & MS Office Suite (2003,2007,2010 &2013)
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing & delegation)
  • Knowledge of Active Directory & Exchange Server
  • Understanding of Printers Set-up & Maintenance
  • Understanding of PC hardware set-up /configuration and TCP/IP networking skills
  • Excellent telephone manner and face to face communication skills
  • Exposure to MS SQL server and power-shell would be beneficial
  • IT related degree would be beneficial, but is not essential

Please note: all successful applicants will be subjected to a DBS disclosure check.