Level 2 Support Technician - Hybrid

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

Benefits:
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.

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