Technical Helpdesk Consultant 2nd Line

Kick ICT Group

Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.

We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.

Kick ICT are proud to be one of the few Microsoft Partners in the UK to hold all six of Microsoft's industry recognised Solutions Partner designations. While these designations are technical in nature, they also speak to something bigger: our ongoing investment in the knowledge, tools, and people needed to deliver outstanding service and support.

Why join Kick?

At Kick, our culture is built on a foundation of collaboration, innovation, and respect. We foster an environment where every team member feels valued and empowered to contribute their unique perspectives and skills. Our commitment to continuous learning and development ensures that our team stays at the forefront of technological advancements.

We believe in maintaining a healthy work-life balance, encouraging creativity, and celebrating our successes together. Our open and inclusive atmosphere promotes teamwork and drives us to achieve our collective goals.

Because a stronger team is an inclusive one. We believe diverse perspectives make for better ideas, stronger collaboration, and more innovative outcomes. We’re building a culture where everyone feels heard, valued, and empowered to thrive — no matter their background, identity, or experience.

The Role

BASE LOCATION: Bellshill. This is a hybrid position and you will be in the office 3x per week.

SALARY: Up to £35K Depending on skills and experience

WORKING PATTERN: Permanent I Full-time (35 hours per week)

As a 2nd line Technical Helpdesk Consultant, you’ll play an important role in the continued success of our business. You will be expected to respond to and work through the support cases logged into the technical 2nd line support queue in priority order and work with the customer to resolve their issues.

Key Responsibilities

• Take 9 cases per day. This figure will fluctuate dependent on the number of incoming cases.
• Communicate with the customer in a warm, friendly and professional manner.
• Monitor the queue and the SLA response times taking cases before the SLA expires.
• Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible).
• Keep notes current and up to date on each communication.
• Communicate with each case daily.
• Liaise with the customer before closing a case to get agreement the issue is resolved.
• Assist other departments within the company with support issues where technical assistance is required.
• Update customers technical documentation as required.

What Do I Need?

• 5 years’ experience in server and infrastructure support working in a similar role in an MSP. Desktop support experience is preferable.
• In-depth, hands on “problem solving” expertise in Microsoft operating systems and firewall technologies.
• A good working knowledge of a wide variety of IT hardware.
• A good understanding of structured cabling or Wi-Fi connectivity e.g. routers, switches, Wireless Access Points (WAP).

Knowledge & experience in the following:

• Microsoft Windows Server and Desktop Operating Systems
• Microsoft Office and Office 365 / Azure / Sharepoint
• Virus / Malware Disinfection
• Active Directory / Exchange
• Server Backup Configuration and Management
• DHCP
• DNS (Local)
• Microsoft Windows Server, working knowledge up to 2019 server
• Microsoft Exchange – On premise and 365 exchange online
• Microsoft Active Directory, configuration
• Server Technologies: Performance, stability and security analysis, troubleshooting
• SSL Certificate Management
• DNS fundamental knowledge

Benefits

• 30 days holiday, rising by 1 day per year after 2 years service (prorated for part-time employees)
• An additional days annual leave for your birthday, which can be taken within your birthday month
• Private healthcare with access to 24/7 Digital GP and gym discounts
• Salary sacrifice pension scheme
• Life insurance up to 2x your salary in the event that the worst should happen
• Enhanced maternity, paternity and adoption leave
• Access to discount of up to 47% on childcare costs throughout our partnership with Yellownest
• Cycle to work scheme
• Access to our BHN Benefits portal which provides access to – Home & Tech scheme to purchase items from Currys and/or Ikea, Retails discounts from over 100 high street stores and bYond cashback card
• Social events throughout the year
• Eligibility to receive £500 reward as part of our Excellence Award scheme
• Discounted access to LivingWell Health Club (Bellshill)
• Access to wellbeing support through our external partners, including support with your financial wellbeing
• Opportunity to take part in company sponsored volunteering days throughout the year to give back to the local community