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- Tasks: Help customers resolve technical issues and manage support cases daily.
- Company: Join Kick ICT Group, a leading UK IT service provider with a focus on outstanding customer support.
- Benefits: Enjoy 30 days holiday, private healthcare, gym discounts, and more perks!
- Why this job: Be part of a collaborative culture that values innovation, diversity, and continuous learning.
- Qualifications: 5 years in server support, strong problem-solving skills, and knowledge of Microsoft systems required.
- Other info: This hybrid role is based in Bellshill, with a salary up to ÂŁ35K.
The predicted salary is between 28000 - 42000 ÂŁ per year.
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.
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.
BASE LOCATION: Bellshill. This is a hybrid position and you will be in the office 3x per week.
SALARY: Up to ÂŁ35K 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 ÂŁ500 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
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
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server and Office 365. Being able to discuss your hands-on experience with these systems during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of past technical issues you've resolved. This will help you illustrate your expertise and ability to handle the responsibilities of a 2nd line Technical Helpdesk Consultant.
✨Tip Number 3
Research Kick ICT Group's company culture and values. Be ready to discuss how your personal values align with theirs, especially regarding collaboration and inclusivity, as this can set you apart from other candidates.
✨Tip Number 4
Prepare thoughtful questions about the role and the team dynamics at Kick ICT Group. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
We think you need these skills to ace Technical Helpdesk Consultant 2nd Line
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in server and infrastructure support, particularly in a Managed Service Provider (MSP) environment. Emphasise your problem-solving skills with Microsoft operating systems and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of Kick ICT Group's values, such as collaboration and innovation. Share specific examples of how you've contributed to team success in previous roles, and express your enthusiasm for the opportunity to join their team.
Showcase Technical Skills: In your application, clearly outline your technical expertise, especially in areas like Microsoft Windows Server, Active Directory, and firewall technologies. Use bullet points to make this information easy to read and ensure it aligns with the key responsibilities of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail, which is crucial for a Technical Helpdesk Consultant role.
How to prepare for a job interview at Kick ICT Group Ltd
✨Showcase Your Technical Expertise
Make sure to highlight your experience with Microsoft operating systems and firewall technologies. Be prepared to discuss specific challenges you've faced in server and infrastructure support, and how you resolved them.
✨Demonstrate Your Communication Skills
Since the role involves direct communication with customers, practice conveying technical information in a clear and friendly manner. Think of examples where you've successfully managed customer expectations or resolved issues through effective communication.
✨Familiarise Yourself with the Company Culture
Kick ICT Group values collaboration and inclusivity. Research their culture and think about how your personal values align with theirs. Be ready to discuss how you can contribute to a positive team environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Prepare examples of past experiences where you had to troubleshoot complex issues, manage multiple cases, or work under pressure to meet SLAs.
