2nd Line Support Technician

Job Description

Join a leading independent technology and services provider as a 2nd line IT support!

Job Overview:This role involves providing 2nd line IT support, resolving incidents and service requests within SLA targets while supporting hardware, software, network, and infrastructure-related issues. The position also includes project support, software and hardware installations, ServiceNow ticket management, and delivering excellent customer service across a Microsoft-based enterprise environment.

Location: New Park Place, Derby, DE24 8DZ

Contract: 01 Dec - 03 May

Pay Rate: An hourly rate, in-scope IR35, of £14.90 PAYE) OR £19.33 per hour (via a Hays approved umbrella company).

Hours: 37.5 hours a week. Monday-Friday.

Key Responsibilities

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• Undertake incident and request tasks.
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• Possess 2nd line responsibility for resolving incidents to SLA.
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• Maintain a 2% incident per month target.
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• Be responsible for the completion of assigned works within allocated timeframes.
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• Undertake Project Tasks, supporting both internal and external Project Managers.
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• Undertake Non Standard Requests tasks to agreed timescales.
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• Proactively communicate and coordinate with Level 3 teams to highlight major level issues.
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• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
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• Install & configure software and hardware.
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Skills & Experience

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• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings.
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• Proficiency in Microsoft Office.
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• Experience handling LTSC Channels and KIOSK is highly desirable.
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• Basic level understanding in SCCM/Active Directory.
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• Working knowledge of IT service models.
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• Networks experience including LAN/WAN/vLAN and Wi-Fi technologies.
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• Understanding of DHCP, DNS/WINS, PXE and VPN/remote connectivity.
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• Appreciation of the Microsoft Exchange environment.
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• Email client configuration experience.
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• MS Outlook knowledge.
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• Experience with instant messaging tools and general email etiquette.
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• Computer peripherals experience including printers (including MFDs), display screens, docking stations, port replicators, cameras and scanners.
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• Working knowledge of IT Service Management (ITSM) software (ServiceNow).
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• Excellent customer interface and customer service skills.
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• Flexibility with working hours when needed.
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• Full UK Driving Licence.
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• SC Cleared or willing to undertake SC Clearance.
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Additional Information:

Interview Process: In Person/Teams

How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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