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For Companies At a Glance
- Tasks: Help users solve tech issues and provide top-notch support.
- Company: Join a dynamic IT Operations Team focused on user satisfaction.
- Benefits: Gain valuable experience in a supportive environment with career growth.
- Why this job: Be the go-to tech hero for users and tackle exciting challenges.
- Qualifications: Experience in IT support, troubleshooting, and Microsoft tools required.
- Other info: Collaborative team atmosphere with opportunities to learn and advance.
The predicted salary is between 28800 - 43200 £ per year.
Our client is currently recruiting for a 2nd line Support Technician to join their IT Operations Team. The 2nd line Support Technician will be responsible for resolving tickets to a 2nd line level and being a point of escalation for 1st line.
Key Responsibilities:
- Providing support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient manner.
- Liaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidents.
- Working within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another team.
- Logging technical support requests over the telephone or by email.
- Using remote control tools and technologies to assist end users as required.
- Adhering to the Service Level Agreement provided to the Business.
Key Experience:
- Previous experience in an IT support-related role.
- Experience troubleshooting software (Windows 10 and 11), networks (wired & Wi-Fi) and fault diagnosis of hardware.
- Knowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc).
- Experience administrating Entra ID (Azure ID) and Active Directory, including Group Policy management and assignment.
Please apply as directed.
2nd Line Support Technician in Southgate employer: Clearwater People Solutions
Contact Detail:
Clearwater People Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Technician in Southgate
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in support roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions related to Windows troubleshooting and network issues. We recommend practising with a friend or using mock interview platforms to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've resolved technical issues in the past, especially those involving hardware and software support.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 2nd Line Support Technician in Southgate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, especially with Windows 10 and 11. We want to see how you've tackled technical issues before, so don’t hold back on those examples!
Showcase Your Skills: When writing your application, emphasise your troubleshooting skills and familiarity with Microsoft Office and 365. We love seeing candidates who can demonstrate their technical prowess clearly.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure you communicate your experiences and skills without any fluff!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Clearwater People Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10 and 11, as well as Microsoft Office applications. Be ready to discuss troubleshooting techniques for both software and hardware issues, as this will show that you're prepared for the technical challenges of the role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved technical issues in the past. Think about specific incidents where you triaged problems or escalated them effectively. This will demonstrate your ability to handle support requests efficiently and maximise user satisfaction.
✨Familiarise Yourself with Remote Tools
Since you'll be using remote control tools to assist users, it’s a good idea to have a solid understanding of these technologies. Be ready to explain how you've used them in previous roles or how you would approach a situation requiring remote assistance.
✨Understand Service Level Agreements (SLAs)
Get to grips with what SLAs are and why they matter in an IT support context. Be prepared to discuss how you would ensure compliance with SLAs while managing support tickets, as this shows you understand the importance of efficiency and accountability in the role.
