2nd Line Support Consultant

Location: Princes Risborough

Salary: £24,000 - £27,000

Benefits: Pension, Online retail discounts, Employee recognition platform

About the role:

Our client is looking for an enthusiastic and self-motivated talented 2nd line Support Consultant to join their team.

As a 2nd line Support Consultant, you will provide an outstanding level of customer service and high-end technical support to the company’s schools.

You will be dealing with escalated technical support issues and will need to engage to the appropriate team members across the company to support with technical enquiry with the school – in particular, this will include the Service Desk Manager and where appropriate Regional Team Managers.

The ideal candidate will have a proven track record in 2nd line support, strong Microsoft 365, Azure administration and trouble shooting skills. You will have excellent written & verbal communication skills, giving you the ability to communicate with both technical and non-technical customers effectively.

Main Responsibilities:

• Manage second line support for schools, providing outstanding levels of customer service and support

• Provide constant accurate communication between 2nd and 3rd line teams.

• Help develop and support members of the 1st line team by providing guidance and instruction on resolving complex technical queries.

• ICT emergencies and school complaints.

Resolve ICT issues such as:

• Server failures and system rebuilds system backup and configurations including cloud and onsite

• Management of Windows domain networks, DHCP, DNS, ADFS

• Hyper-V configurations and troubleshooting, including migrations and upgrades

• Storage cluster configuration and troubleshooting including SAN’s

• Major updates of software and critical systems

• General issues with client devices – laptops, PCs, tablets etc.

• Setup, configuration, and maintenance of cloud-based systems including Office 365 and Google GSuite using command line tools

Experience required:

• Windows Server, Active Directory and Microsoft Operating Systems

• Virtualisation Technologies - particularly HyperV

• Cloud Technologies - Office365/Azure

• Ability to make proactive decisions when an ICT emergency occurs.

• Outstanding levels of customer service with positive & pro-active communication skills both verbal and written

• Flexible and adaptable

• Friendly and approachable

• Excellent team player

• Able to work independently and good at planning and organizing own time effectively.

The successful candidate will be subject to an enhanced DBS check.

Benefits:

• Pension scheme

• Benefits & Wellbeing Hub including an electric/hybrid car leasing scheme

• Cycle scheme

• Eye care voucher scheme

• Employee assistance programme

• Employee recognition platform

• Online retail discount vouchers

INDIT