2nd Line Support

We are currently seeking an experienced 2nd Line Support professional to join a renowned charity organisation in the heart of London’s West End. This is an excellent opportunity to make a real impact by providing high-quality IT support to the charity’s staff, ensuring efficient operations, and helping to deliver IT solutions that support their vital work.

Key Responsibilities:

• Provide expert 2nd line technical support for staff across various systems, including software, hardware, and network issues.
• Troubleshoot and resolve escalated support requests, ensuring minimal disruption to operations.
• Manage and maintain IT infrastructure, including servers, workstations, and network equipment.
• Assist with the deployment and maintenance of IT solutions, ensuring they meet the charity’s needs.
• Document technical issues and solutions in a clear and concise manner for knowledge sharing.
• Provide training and guidance to end-users on system usage and IT best practices.
• Collaborate with the IT team to monitor, maintain, and improve systems to support operational needs.
• Ensure compliance with security policies and assist with internal audits.

Key Skills and Experience:

• Proven experience in a 2nd Line Support role, ideally within the charity or not-for-profit sector.
• Strong technical knowledge of Windows OS, Microsoft Office 365, Active Directory, and networking fundamentals.
• Experience with supporting cloud-based solutions and remote working environments.
• Excellent troubleshooting skills and the ability to think critically to resolve complex IT issues.
• Strong communication skills with the ability to explain technical issues to non-technical staff.
• A proactive approach to improving IT systems and supporting business continuity.
• Familiarity with ITIL frameworks is beneficial.

Why Join Us?

• Be part of a meaningful charity organisation making a difference in the community.
• Opportunities for personal and professional growth in a collaborative and supportive environment.
• Convenient location in the West End with great transport links.