Level 2 Support Technician - Hybrid

Global Technology Solutions Ltd

Posted on May 24, 2023 by Global Technology Solutions Ltd

Wednesbury, West Midlands, United Kingdom
Immediate Start
£32k - £38k Annual

Level 2 Support Technician
Permanent - £32,000 - £38,000
Location - Wednesbury, West Midlands
Hybrid - 3 days on site per week

As a level 2 Support Technician you will be responsible for providing technical support to 1400+ customers and colleagues base at a well-established company. You will join a great team of IT enthusiasts providing a joined up a approach with the team based in Southampton.

Key Accountabilities:
* Troubleshoot issues and provide technical support to customers and colleagues through phone, email, and chat channels.
* Provide operational 2nd line support using the Service Desk system and resolve in accordance with defined SLAs.
* Travel and support company sites, as required.
* Installs, configures, and maintains approved telecom/network hardware and software components.
* Maintains structured cabling systems, telecom systems, WAN, LAN, wireless networks, local Internet, remote access, VPNs, and connectivity protocols.
* Analyses and implements network software or hardware changes.
* Provides support for connectivity or related network/communication issues.
* Collaborate with vendors and service providers to ensure services received meet expected requirements.
* Ensure adherence and action on IT security policies.
* Assists in overseeing high availability of enterprise infrastructure that supports internal employee business functions, and external customer contact.
* Recommends changes/enhancements for improved systems availability, reliability, and performance.
* Document technical issues and resolutions in the Service desk system.
* Identify opportunities for improvement.
* Aspire toward improving own knowledge and disseminating with colleagues accordingly.
* Highlight and communicate opportunities for support and/or customer system training.

Essential Personal Skills:
* Strong Verbal communication - Communicates clearly and in a manner customers understand. Skilled technically, to resolve issues in a timely manner.
* Problem Solving & Analytical skill
* Can analyse, diagnose issues, and resolve systematically.
* Prioritising & multi-tasking
* Capable of handling multiple tasks, prioritising workload on importance, and business impact.
* Customer Service Attitude
* Positive, can-do attitude. Work with Operations colleagues to ensure excellent customer service and prompt resolution to tasks

IT Skills:
* 3+ years of enterprise-level systems support experience.
* Microsoft Windows Server and Services Stack (RDS, Hybrid Exchange 2016, Active Directory, GPO, DHCP, DNS, File & Print)
* Virtualisation (VMWare)
* Backup and High Availability (Veeam, Zerto, SRM)
* Hardware (Cisco UCS, HP, SAN - Nimble)
* Cloud Infrastructure technologies (AWS, Azure)
* Mitel SIP Phone Systems
* Service Desk operation, ideally ITIL related;
* Powershell Scripting/Automation
* ERP software application experience
* Relevant IT certification would be desirable

Company pension, with matched company contribution up to 6% of salary
Enrolment in the company profit share scheme
25 days holiday + bank holidays
Potential progression opportunities in the future to a more senior/team lead position.

In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information

Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

Reference: 2562533803

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Level 2 Support Technician - Hybrid in Wednesbury, West Midlands, United Kingdom, Full-Time

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