Second Line IT Support Technician in Manchester

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About The Role

You will provide 2nd Line technical support in a service desk environment for multiple clients, acting as an escalation point for other service desk engineers. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough, and make ongoing support as efficient as possible.

Responsibilities

• Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies.
• Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations.
• Providing timely updates on tickets to end-users via telephone, email and PSA systems such as Autotask.
• Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols.
• Respond to escalations from First Line Engineers by offering support and technical advice to resolve client queries in a timely manner.
• Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary.
• Setting up new devices for our client base, both Windows and Mac.
• Maintain and update accurate client site documentation via IT Glue.
• Comply with company's Information Security policies and procedures.
• Propose improvements to client systems and services to continuously enhance their systems and operations.
• Managing your time efficiently and planning your day accordingly.
• Keep up to date with new technologies adopted by Netteam and our client base.
• Improve your technical knowledge through company training and self-study.
• Provide out-of-hours support to our clients on a rota basis.

Experience About you:

• Ability to work unsupervised, independently and as part of a team.
• IT related degree or relevant qualifications highly desirable.
• Demonstrable experience as a Service Desk Engineer.
• Able to demonstrate a good all-round knowledge of IT principles.
• Experience with PSA/RMM tools such as Autotask, and IT Glue to provide enhanced support services to all clients.
• Experience in initial remote diagnostics along with analysis and monitoring.
• The willingness to learn new software and hardware skills.
• Experience of Microsoft Windows Server/Desktop environments.
• Experience of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies, Entra ID & IaaS.
• Knowledge of InTune & Conditional Access Technologies and email security.
• Knowledge of Networking technologies - TCP/IP, Firewall, Routing/Switching.
• Proven experience managing client system security.
• Experience of MSP and or Hospitality is advantageous but not essential.

Personal Attributes

• Friendly and professional.
• Excited about tech and thrives on developing understanding of new technologies.
• Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients.
• Recognises the importance of frequent and clear communications.
• Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team.
• Feel that every day is a day of learning.
• Disciplined, with the ability to prioritise and execute tasks under pressure.
• Harnesses pressure to deliver results.

This description is not intended to establish a total definition of the job but an outline of the duties.