At a Glance
- Tasks: Provide advanced IT support and resolve technical issues for users.
- Company: Join a dynamic corporate services team in Lichfield.
- Benefits: Enjoy flexible working, health access, and a supportive environment.
- Other info: Opportunity for career growth and involvement in exciting IT projects.
- Why this job: Make a real difference by solving tech problems and enhancing user experience.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
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.
Responsibilities
- 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.
Qualifications
- Proven experience in an IT support role, preferably within a second line or similar capacity.
- 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.
Benefits
- Access to an EAP system
- 24‑hour access to GP
- Access to a Green Car Scheme
- 4X death in service
For a short period, the role may involve working from an office in Aldridge before working in Lichfield.
2nd Line IT Support Technician employer: Hollybank Trustees Ltd
As a 2nd Line IT Support Technician at our Lichfield location, you will join a dynamic corporate environment that prioritises employee growth and development. We offer a supportive work culture with access to comprehensive benefits, including a 24-hour GP service and a Green Car Scheme, ensuring your well-being is at the forefront. Our commitment to diversity and continuous improvement in IT processes makes this an exciting opportunity for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Technician
✨Tip Number 1
Network, network, network! Get out there and connect with people in the IT industry. Attend local meetups or tech events, and don’t be shy about introducing yourself. You never know who might have a lead on that perfect 2nd Line IT Support Technician role!
✨Tip Number 2
Prepare for those interviews like a pro! Research common technical questions related to IT support and practice your answers. Also, brush up on your problem-solving skills because you might be asked to troubleshoot a scenario on the spot.
✨Tip Number 3
Show off your soft skills! As much as technical know-how is important, employers love candidates who can communicate effectively. Be ready to demonstrate how you’ve helped non-technical users in the past – it’ll set you apart from the competition.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals like you. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get your application in!
We think you need these skills to ace 2nd Line IT Support Technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 2nd Line IT Support Technician role. Highlight your relevant experience and skills, especially those that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've tackled technical issues in the past and how you can contribute to our mission at StudySmarter.
Show Off Your Problem-Solving Skills:In your application, don’t forget to showcase your problem-solving abilities. We love candidates who can think on their feet and come up with effective solutions under pressure. Give us a glimpse of your troubleshooting prowess!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of all the amazing talent out there. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Hollybank Trustees Ltd
✨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 ready to discuss how you've tackled complex technical issues in the past, as this will show your problem-solving skills.
✨Practice Your Communication Skills
Since you'll be explaining technical concepts to non-technical users, practice breaking down complex ideas into simple terms. This will help demonstrate your excellent communication skills during the interview.
✨Showcase Your Troubleshooting Experience
Prepare examples of how you've diagnosed and resolved hardware, software, and network issues. Highlight any experience with LAN, WAN, Wi-Fi, or VPN troubleshooting to show you're up to the task.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like how you'd handle a critical incident under pressure. Think through your approach to maintaining customer satisfaction while resolving issues quickly.
