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Job Description

2nd / 3rd Line Support Technician 

‘Recruiting for your future success’

Our client specialises in IT consultancy and Remote Hosting. They pride themselves in understanding their clients IT requirements, without using baffling technical terminology.

One of the things their clients appreciate most about their team of experts is that they translate their knowledge into a language that makes sense to the client. As a family run organisation, they pride themselves on exceptional customer service, taking the time to understand the clients’ needs and crafting the best possible solutions, both technically and financially.

The 2nd / 3rd Line Technician is required to ensure the timely delivery of a quality technical support service to the business. You will gain an expert understanding of all systems and technologies used by the business and ensure support incidents are progressed and resolved within departmental SLA’s. 

Job Duties

  • Work on a 24/7 Nationwide help desk daily activities, ensuring timely and professional delivery of support against agreed processes
  • Resolve support incidents ensuring all tickets are progressed and resolved within departmental SLA’s
  • Respond to and work on 2nd and 3rd line support incidents 
  • Develop a wide understanding of all systems and technologies used by the business
  • Travel onsite to clients for support, client meetings and out of hours support
  • Support the 1st/2nd line team where required and where senior management unavailable 
  • Assist Service Desk Manager and Project Engineer with projects 
  • Ensure you comply and follow the company values

Benefits

Up to £35k DOE | Monday – Friday, 8:30am – 5:30pm | near South Woodham Ferrers | Hybrid after probation | Out of hours work offered back in flexible lieu time | 20 days holiday, plus bank holidays | Laptop / Company Phone Provided | Contributory company pension scheme | The opportunity to develop, progress and work within a rapidly growing organisation | Working closely with a team of talented individuals with a great work ethic who also love to have fun! | 

Applicant Specification

  • Ideally 3-5 years’ experience in a support role, including at least 2nd Line Support incidents but ideally 3rd line experience 
  • Website editing skills (desirable not essential)
  • Confident, personable and customer service focused
  • Articulate and able to communicate effectively to users in a clear non-technical language
  • Understanding of server hosting and virtual technology
  • Effective project and time management skills
  • Ability to work in a fast-moving, growing dynamic business
  • Excellent organisational skills
  • Driven and focused to keep response times within SLA requirements
  • Flexible to work evening and weekends

Contacts

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.
PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.
 
If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.
 
If you are interested in the role and have further questions, please don’t hesitate to call us on 01206 984042 to speak to one of our team members confidentially. 
Salary
Up to £35K DOE
Employment Terms
Full-time
Working Hours
Mon-Fri 8.30am-5.30pm
Location
South Woodham Ferrers
Posted
6 November, 2023

Complete your application for: 2nd / 3rd Line Support Technician