At a Glance
- Tasks: Provide advanced technical support and troubleshoot complex issues for clients.
- Company: Join a dynamic Managed Service Provider with a focus on innovation.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Collaborative environment with mentorship opportunities and career advancement.
- Why this job: Make a real difference by solving critical IT challenges for clients.
- Qualifications: Strong IT knowledge and excellent problem-solving skills required.
The predicted salary is between 60000 - 80000 £ per year.
Overview
The Tier 2 Technician is a critical role within our MSP, providing advanced technical support and troubleshooting services for our clients.
This position acts as a second line of support, handling more complex issues that cannot be resolved by Tier 1 support.
The ideal candidate is a problem-solver with deep technical knowledge and a commitment to delivering exceptional customer service.
Core Responsibilities
This position may be required to provide on-site services.
- Advanced Troubleshooting
- Investigating and resolving escalated technical issues that Level 1 technicians were unable to resolve.
- Performing in-depth analysis of system logs, error messages, and diagnostic tools to identify root causes of problems.
- Server Administration
- Managing and administering Windows Server, Linux/Unix servers, or virtualization platforms (e. g., VMware, Hyper-V).
- Configuring and maintaining Active Directory, DNS, DHCP, and other server roles and services.
- Implementing server security measures such as firewall configurations, group policies, and access controls.
- Network Infrastructure Management
- Configuring and troubleshooting network switches, routers, and firewalls.
- Implementing VLANs, port forwarding, NAT, and other network configurations.
- Monitoring network performance and optimizing network resources for efficiency and reliability.
- Cloud Services Administration
- Managing cloud infrastructure and services (e. g., AWS, Azure, Google Cloud).
- Configuring and troubleshooting cloud-based applications, virtual machines, and storage solutions.
- Implementing cloud security measures such as IAM policies, encryption, and access controls.
- Data Backup and Disaster Recovery
- Designing and implementing backup strategies for client data, applications, and systems.
- Performing regular backups and verifying data integrity.
- Planning and executing disaster recovery procedures in the event of data loss or system failure.
- Advanced Security Management
- Conducting security assessments and audits to identify vulnerabilities and risks.
- Implementing security patches, updates, and configurations to mitigate security threats.
- Responding to security incidents, performing forensic analysis, and coordinating incident response efforts.
- Advanced Endpoint Management
- Configuring and managing endpoint security solutions (e. g., antivirus, endpoint detection and response).
- Implementing endpoint management tools for software deployment, patch management, and remote troubleshooting.
- Application Support
- Providing advanced support for business-critical applications and software platforms.
- Troubleshooting application performance issues, database errors, and integration problems.
- Collaborating with software vendors or developers to resolve complex application issues.
- Documentation and Knowledge Management
- Documenting detailed procedures, configurations, and troubleshooting steps for complex technical issues.
- Contributing to the development and maintenance of the MSP's knowledge base and internal documentation.
- Mentoring and Training
- Mentoring Tier I and Tier II technicians and providing guidance on technical skills development, outside of ticket resolution activities.
- Assist in conducting training sessions or workshops for internal staff on advanced technical topics and best practices.
- Ticket Management
- Managing incoming service requests and support tickets through a ticketing system, ensuring timely resolution and proper documentation.
- Escalation of tickets to a Senior Engineer after the initial assessment, if task exceeds Senior Technician responsibility or knowledge base.
- Desired Skills and Qualifications
- Prolific understanding of IT principles and an ability to troubleshoot most technical issues.
- Extensive experience with various operating systems, office software, and network configurations.
- Excellent verbal and written communication skills, with an emphasis on providing clear and understandable instructions.
- Strong organizational skills and the ability to multitask effectively.
- A customer-focused attitude, with patience and empathy for user concerns.
- A team player mentality, willing to share knowledge and assist colleagues in a dynamic work environment.
- Ticket KPI’s
- 10-13 Tickets closed per day.
- 100%+ Kill Rate
As a Level 2 Technician, you are most often an escalated point of contact for our clients experiencing technical difficulties.
Your role is crucial in maintaining the trust and satisfaction of our clients by providing timely, efficient, and effective solutions to their IT challenges.
Tier II Support Technician in Birmingham employer: Lyons HR
As a Tier II Support Technician at our Managed Service Provider (MSP), you will thrive in a dynamic work environment that values collaboration and continuous learning. We offer competitive benefits, a strong focus on employee growth through mentoring and training opportunities, and a culture that prioritises exceptional customer service. Located in a vibrant area, our company provides a unique chance to work with cutting-edge technology while making a meaningful impact on our clients' IT challenges.
StudySmarter Expert Advice🤫
We think this is how you could land Tier II Support Technician in Birmingham
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Lyons HR values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Lyons HR might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Lyons HR!
✨Direct Apply to Lyons HR
Let's not forget to apply directly through the Lyons HR website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Tier II Support Technician in Birmingham
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Lyons HR.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Lyons HR. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Lyons HR
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
