2Nd Line It Support Technician

2nd Line IT Technical Support Person Norwich Excellent Package

Badger Associates have been asked to identify and attract candidates for our client s current vacancy for an experienced 2nd Line IT Support Person. The company is an established IT Support organisation operating across a broad range of clients.

• The role:
• Both remotely and onsite, provide outstanding customer service and communication with non-technical minded clients.
• Provide efficient and effective 1st and 2nd Line IT diagnosis and resolution to clients, maintaining a high level of 1st time fixes.
• Diagnose and resolve hardware and software issues in a timely manner.
• Escalate complex problems to 3rd line support when necessary.
• Support junior colleagues on more challenging tickets, enabling the growth of the team.

Personal skills required for the role:

• Strong communication and customer service skills. This is paramount. The role is customer facing and the ability to communicate in an open and friendly manner is essential.
• Proven experience in a 2nd Line IT support role
• You will be a motivated, natural problem solver with the ability to work in a fast-paced environment. A passion for IT and providing outstanding customer service is essential.
• Having worked for an MSP before would be an advantage
• Experience with Windows operating systems, networks, and firewalls.
• Microsoft Certifications essential, other IT certifications desirable

Technical Skills required:

• Networking knowledge, IP, DNS, Internet connectivity
• Supporting Microsoft environments, both local and cloud-based (Windows Desktop, Windows Server (including Hyper-V), Active Directory, Microsoft 365, Office 365, InTune/Endpoint Management, Azure AD/Entra ID
• Cyber security essentials (firewall, password managers, anti-malware, VPNs )

Desirable Skills for the role:

• Working knowledge of an RMM
• PowerShell scripting
• Project management/implementation experience
• Experience with Connectwise, Eset, LastPass, Draytek and Unifi

Rewards:

The role is an important one within the company and as such carries a starting salary of up to GBP35,000 plus excellent company benefits including training and support.