At a Glance
- Tasks: Provide advanced IT support, troubleshoot issues, and maintain IT infrastructure.
- Company: Join bk plus, a company that values diversity and inclusion.
- Benefits: Enjoy 25 days holiday, access to healthcare, and a Green Car Scheme.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by solving tech problems and supporting users.
- Qualifications: Experience in IT support, strong problem-solving skills, and knowledge of operating systems.
The predicted salary is between 30000 - 40000 £ per year.
We are currently recruiting for a Second Line IT Support Technician. The role will be responsible for providing advanced technical assistance to end users, supporting the resolution of incidents and service requests escalated from the first line support team. This role requires a solid understanding of IT systems, outstanding problem-solving abilities, and the capacity to work efficiently under pressure to maintain high levels of customer satisfaction.
As a 2nd Line IT Support Technician your role will include:
- Respond to and resolve basic and complex technical incidents and service requests from users, ensuring timely and effective solutions.
- Diagnose and troubleshoot hardware, software, network, and system issues, both remotely and on-site as required.
- Install, configure, and maintain IT infrastructure including desktops, laptops, mobile devices, printers, and network equipment.
- Document all resolution activities in the service management system, ensuring accurate and up-to-date records.
- Collaborate with third party vendors and escalate issues when necessary to ensure prompt resolution.
- Assist with the deployment of software updates, patches, and security measures across the organisation.
- Contribute to the development and continual improvement of IT support processes and documentation.
- Participate in IT projects, including system upgrades, rollouts, and migrations as directed by IT management.
- Maintain compliance with organisational policies and procedures, including data protection and information security standards.
The Ideal 2nd Line will have:
- Proven experience in an IT support role, preferably within a second line or similar capacity.
- A strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
- Experience troubleshooting network issues (LAN, WAN, Wi-Fi, VPN) and basic server administration.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong organisational skills and the ability to prioritise workload effectively.
- Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are desirable but not essential.
In return bk plus will offer:
- 25 days holiday + bank holidays
- Access to an EAP system
- 24 hour access to GP
- Access to a Green Car Scheme
- 4X death in service
Please note for a short period the role may involve working from an office in Aldridge before working in Lichfield.
Diversity & Inclusion at bk plus: At bk plus, inclusion and diversity are central to our values. We have an authentic focus on inclusion, enabling our people to feel they can bring their whole self to work and ensuring everyone feels supported, respected and confident to make a valuable contribution to our company and to our clients.
2nd Line IT Support Technician in Stoke-on-Trent employer: bk plus
At bk plus, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and encourages personal growth. As a 2nd Line IT Support Technician, you will benefit from comprehensive training opportunities, a generous holiday allowance, and access to health and wellness resources, all while working in a dynamic environment that fosters collaboration and innovation. Our commitment to employee well-being and professional development makes us an attractive choice for those seeking meaningful and rewarding careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Technician in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, attend local meetups or online webinars. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Get a friend to throw some common IT support questions your way. The more comfortable you are with your answers, the better you'll come across when it counts.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled tricky tech issues in the past. This will demonstrate your expertise and ability to handle pressure.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. Plus, it shows you're proactive and keen to be part of our community.
We think you need these skills to ace 2nd Line IT Support Technician in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in IT support, especially any second line roles. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 2nd Line IT Support Technician role. Share specific examples of how you've resolved complex issues and improved processes in previous jobs.
Show Off Your Problem-Solving Skills:In your application, highlight instances where you’ve tackled tricky technical problems. We love seeing how you approach challenges, so give us the details on your thought process and the solutions you implemented.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at bk plus
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows and Mac operating systems, as well as Microsoft 365. Be prepared to discuss how you've diagnosed and resolved technical issues in the past, as this will show your practical experience.
✨Show Off Your Problem-Solving Skills
Prepare examples of complex incidents you've resolved, especially those involving network issues or hardware troubleshooting. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving abilities.
✨Communicate Clearly
Since you'll be explaining technical concepts to non-technical users, practice simplifying your language. During the interview, focus on clear communication and ensure you can articulate your thought process when tackling a problem.
✨Demonstrate Team Spirit
Collaboration is key in IT support. Be ready to discuss how you've worked with others, including first line support teams and third-party vendors. Highlight any experiences where you contributed to improving processes or documentation.
