2nd Line IT Support Technician

Our Technology team are fully committed to providing exceptional service by placing the users experience at the heart of everything they do, whilst creating a culture where you can thrive and do your best work. And as part of our team of dedicated IT Support Technicians, you’ll be providing 2nd Line and Desktop Support to approx. 1400 users covering cutting edge hardware, software and infrastructure technologies.

As our 2nd Line IT Support Technician based at our office in Bristol (with regular travel to Plymouth and Cardiff), you will provide support to a diverse group of onsite and off-site users whilst combing both end-user support with more technical hands-on troubleshooting. If you're looking to make a move into a more technical environment, then this is a great opportunity for you to further your career.

Main Duties

• Responding to incidents and requests logged in a modern ITSM system, and resolving tickets in line with the company’s SLAs, providing excellent ticket management and documentation
• Troubleshoot desktop, telephony, network, and printing errors, investigate software issues, and carry out daily checks
• Ensure that the computers you are responsible for are complaint with Cyber Essential Plus whilst also following ISO 27001 policies
• Support and install hardware, software, and mobile devices, and have the opportunity to administer servers and gain insight into infrastructure-based technology.

About You As our 2nd Line IT Support Technician will need to be self-motivated, conscientious, methodical, and organised, with the ability to liaise with clients at all levels of a business whilst always demonstrating excellent customer service. You will possess a logical approach to problem solving and will already be experienced in a similar role.

Essential Skills

• Experience in a similar role
• Fantastic user management soft skills
• Windows 10, MS Server 2019/2022, MS Office 365
• Active Directory/Entra ID & Group Policy administration
• IP networking & telephony, DNS, DHCP
• Server, network and desktop hardware