Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help customers solve tech issues and manage support cases daily.
- Company: Join Kick ICT Group, a fast-growing IT services provider in the UK since 2015.
- Benefits: Enjoy competitive salary, 30 days leave, hybrid work, and private medical insurance.
- Why this job: Be part of a skilled team that values outstanding service and personal growth.
- Qualifications: 5 years in server support, strong problem-solving skills, and knowledge of Microsoft systems required.
- Other info: Diversity and inclusion are core values at Kick ICT Group.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
Founded in 2015, we have enjoyed significant expansion through a combination of organic growth and a successful M&A strategy.
Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our four divisions, Technical, Dynamics, Infor and Communications allow us to deliver tailored expertise to each client.
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.
You can trust in our expertise.
The Role
BASE LOCATION: Bellshill (Hybrid)
SALARY: Depending on skills and experience
WORKING PATTERN: Permanent | Full-time (35 hours per week)
Role Description
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 by nominated customers 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).
- Communicate with each case daily and update notes regularly.
- 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
- Competitive salary
- 30 days annual leave (plus a birthday holiday)
- Additional Service Days
- Group personal pension plan
- Private medical insurance scheme
- Hybrid Working
- Life cover (2 x final salary)
- Cycle to work scheme
Kick ICT Group recognise the value of a diverse workforce and are committed to making our working environment inclusive for all.
Technical Helpdesk Consultant 2nd Line employer: Kick ICT Group Ltd
Contact Detail:
Kick ICT Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Helpdesk Consultant 2nd Line
✨Tip Number 1
Familiarize yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server and Office 365. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Practice your communication skills, as the role emphasizes warm and professional interactions with customers. Consider role-playing scenarios to enhance your ability to handle support cases effectively.
✨Tip Number 3
Stay updated on the latest trends and best practices in IT support, especially in managed service providers (MSPs). This knowledge will help you demonstrate your commitment to the field during interviews.
✨Tip Number 4
Network with current or former employees of Kick ICT Group on platforms like LinkedIn. They can provide valuable insights into the company culture and the expectations for the Technical Helpdesk Consultant role.
We think you need these skills to ace Technical Helpdesk Consultant 2nd Line
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Technical Helpdesk Consultant position. Highlight key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to emphasize your 5 years of experience in server and infrastructure support. Include specific examples of your problem-solving expertise with Microsoft operating systems and firewall technologies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your commitment to providing outstanding service. Mention your ability to communicate effectively with customers and your experience managing support cases.
Highlight Relevant Skills: In your application, make sure to highlight your knowledge of Microsoft Windows Server, Office 365, Active Directory, and other relevant technologies. Use specific terminology from the job description to demonstrate your fit for the role.
How to prepare for a job interview at Kick ICT Group Ltd
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with Microsoft operating systems, firewall technologies, and server support. Highlight specific examples where you successfully resolved technical issues, as this will demonstrate your problem-solving skills.
✨Emphasize Communication Skills
Since the role involves direct communication with customers, practice conveying technical information in a clear and friendly manner. Prepare to share instances where you effectively managed customer expectations and resolved their concerns.
✨Understand the Company Culture
Research Kick ICT Group's values and commitment to outstanding service. Be ready to discuss how your personal work ethic aligns with their focus on collaboration and customer satisfaction, which is crucial for success in this role.
✨Prepare for Scenario-Based Questions
Anticipate questions that may involve real-life scenarios you could face as a 2nd line Technical Helpdesk Consultant. Think through your approach to managing multiple cases, prioritizing tasks, and ensuring SLA compliance while maintaining quality service.
