Second Line Support

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.

• Associate

• Full-time

• Information Technology
• Industries

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