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Job Description

Job title: 2nd Line IT support
Location: Redditch
Salary: 25k dependant on experience
Hours: Monday to Friday 9am-5pm
Our client requires a 2nd Line IT Support to join their team on a full time permanent basis
Day to Day duties will include the following:
Skills and experience
My client is looking for 2nd Line IT Support staff to join their team on a full time basis. Due to a mass expansion they are growing their team and are looking for candidates with drive and determination to progress internally with a fast moving company. They offer a friendly working environment and a varied busy role. This is a fantastic opportunity to join a well-established company that are quickly becoming a household name.
The role is ideal for someone who enjoys solving issues and who likes to keep up to date with technological trends.

Day to Day duties will include the following:
Excellent communication skills and the ability to interpret and answer a wide range of IT system and software related queries. Previous experience in a similar role is required
The Support Technician team are expected to provide a telephone help desk support service operational between 8.00am and 6.00pm. Support during Bank Holidays and occasional out of hours work is also expected.

Key Tasks

* Provide 2nd line support to the company through a manned help desk.
* Good understanding of Microsoft operating systems and applications
* Must be confident in ability to set up, interrogate and roll our service and patch upgrades on a Windows platform and will have experience of working with SQL and Exchange amongst other usual Windows services.
* Answer & log telephone calls in a professional manner
* Managing calls within our ticket system - adhering to pre-defined SLA's
* Management of Assets - including hardware and software
* Installation of software and adherence to policies as defined by the Systems Software Manager
* Demonstrate the highest levels of customer service and professionalism
* Manage and record accurate technical information onto our helpdesk ticket system

* Occasionally assist the systems team with bigger projects
* Management of communications - mobile & terrestrial (hardware & software)
* Manage time and minor projects

Required Skills / Experience
* A good knowledge of Windows operating systems generally and excellent knowledge of Windows 7 - with experience of building, configuring and repairing PC's & Laptops
* A good knowledge of Windows applications with strong MS Office skills - with a focus on Microsoft Outlook & Excel
* A general understanding of networks - an understanding of TCP/IP, switches and broadband routers
* A general understanding of communications (VPN / broadband / RAS)
* Good communication skills, with a professional telephone manner.

Personal Attributes
* Excellent communication skills (both written and verbal) with good client facing skills
* Proactive in nature with enthusiasm for new ideas and concepts
* Ability to organise and prioritise work whilst on multiple projects
* Self-motivated and able to work under pressure and to tight deadlines
* Driven, energetic and enthusiastic, with a 'can do, will do' approach
* Preferably educated to degree level or equivalent (IT related discipline)

As a person you will need the following:
Key Technical Skills / Knowledge / Experience:
* Interest in key technology developments and standards relevant to web development.
* Excellent Written and verbal communication skills
* Strong customer service skills
* Problem solver
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