2nd / 3rd Line IT Support - Helpdesk

A brilliant opportunity to join a growing team!

The following information provides an overview of the skills, qualities, and qualifications needed for this role.

Our client is a well-established Managed Service Provider based in Rochdale, known for delivering high-quality IT support & solutions to a diverse client base. As they continue to grow, they are now looking to appoint an experienced Helpdesk Technician to strengthen their internal support function.

This is an ideal opportunity for someone with 2+ years’ experience who enjoys variety, mentoring junior colleagues & providing outstanding customer service.

If you\’re looking to join a stable & supportive company where your experience will be valued and your ideas welcomed, this could be the ideal next step in your career.

Position details:
Working hours: 40 hours per week, Monday to Friday
Salary: £25,000 to £33,000 depending on experience
Benefits: 22 days holiday plus bank holidays, private healthcare, pension scheme, training and development, friendly & supportive team culture

Role overview:

This role is ideal for a 2nd / 3rd Line Technician with at least 2yrs\’ experience in an IT helpdesk or support role. You\’ll be confident troubleshooting a range of technical issues across hardware, software & networking & be comfortable taking ownership of tasks, while supporting others.

Key responsibilities:

* Provide 2nd & 3rd line tech support to both customers & internal users

* Troubleshoot & resolve issues related to hardware, software & networking

* Escalate complex issues where necessary & follow up to resolution

* Mentor & support junior staff, including apprentices

* Maintain accurate documentation of tickets, systems & procedures

* Support continuous improvement of IT systems & processes

Experience & skills required:

* Minimum 2yrs experience in a similar IT support / helpdesk role

* Strong technical knowledge of Windows environments & Office 365

* Basic networking understanding (routers, switches, VPNs etc)

* Excellent communication skills & a customer-focused approach

* Organised, reliable & proactive

* Full UK driving licence preferred

Desirable:

* Relevant IT certifications (CompTIA, Microsoft, ITIL etc)

* Previous experience mentoring or training junior team member