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2nd Line Support, North Yorkshire, 30,000

SmartSourcing Ltd

Posted on Aug 27, 2022 by SmartSourcing Ltd

York, Yorkshire, United Kingdom
IT
Immediate Start
£30k - £30k Annual
Full-Time
Our client is looking for an enthusiastic, IT focused individual looking to develop their skills within an IT support role for a rapidly growing organisation.

You will help resolve IT related issues for over 650 sites across the UK. You will need to work fast and determine if issues can be resolved internally or need to be escalated to other support teams or 3rd parties. You will be responsible for ensuring users are kept updated and deliver a high level of support and customer service.

Responsibilities:
You will be responsible for providing excellent customer service, supporting a combination of internal IT systems and issues at remote locations.

Be the first point of contact for colleagues across the business, diagnosing and assisting with issues over the phone and via email

Work as part of a team to resolve incidents and requests within a given SLA

Work with 3rd party support providers to ensure incidents are resolved

Liaise with end users to ensure they are kept informed about the progress of their issue

Be able to diagnose and resolve common software and hardware issues

Work to meet deadlines in an environment where priorities can change quickly

Discuss and explain issues with users in a non-technical way where required, to gather the right information to progress their issue

Required Skills/Knowledge:

Experience in using Microsoft Office 2016/365 (Word, Excel, Outlook)

Experience using Microsoft admin centre (Exchange, SharePoint, Teams)

Windows server administration and maintenance (2008 onwards)

Thin Client and virtualization technologies (VMware, Hyper-V)

Networking - including working knowledge of: LAN/WAN, TCP/IP, DNS, DHC

Windows operating systems, eg XP, 7, 10

Experience supporting IT Hardware, eg Servers, Desktops, Laptops, Printers

Use of corporate telephony systems (VoIP)

Active Directory experience

Excellent communication and customer service skills

Desirable skills/knowledge:

Previous 1st 2nd line experience

Worked with Service Desk solutions

Experience using a ticketing system

Knowledge of ITIL

The role is based in York, and candidates should be within a commutable distance (full driving licence). There may be occasional travel to other UK sites. The role will also require participation in an out of hours on-call rota.

SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all.

Reference: 1713457524

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