2nd Line IT Support Technician Full Time

Norwich, Norfolk
Badger Associates Ltd

2nd Line IT Technical Support Person Norwich Excellent Package

Badger Associates have been asked to identify and attract candidates for our client s current vacancy for an experienced 2nd Line IT Support Person. The company is an established IT Support organisation operating across a broad range of clients.

• The role:
• Both remotely and onsite, provide outstanding customer service and communication with non-technical minded clients.
• Provide efficient and effective 1st and 2nd line IT diagnosis and resolution to clients, maintaining a high level of 1st time fixes.
• Diagnose and resolve hardware and software issues in a timely manner.
• Escalate complex problems to 3rd line support when necessary.
• Support junior colleagues on more challenging tickets, enabling the growth of the team.

Personal skills required for the role:

• Strong communication and customer service skills. This is paramount. The role is customer facing and the ability to communicate in an open and friendly manner is essential.
• Proven experience in a 2nd line IT support role
• You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.
• Having worked for an MSP before would be an advantage
• Experience with Windows operating systems, networks, and firewalls.
• Microsoft Certifications essential, other IT certifications desirable

Technical Skills required:

• Networking knowledge, IP, DNS, Internet connectivity
• Supporting Microsoft environments, both local and cloud-based (Windows Desktop, Windows Server (including Hyper-V), Active Directory, Microsoft 365, Office 365, InTune/Endpoint Management, Azure AD/Entra ID
• Cyber security essentials (firewall, password managers, anti-malware, VPNs )

Desirable Skills for the role:

• Working knowledge of an RMM
• PowerShell scripting
• Project management/implementation experience
• Experience with Connectwise, Eset, LastPass, Draytek and Unifi

Rewards:

The role is an important one within the company and as such carries a starting salary of up to £35,000 plus excellent company benefits including training and support.