IT 2nd Line Support (Helpdesk Technician)
Salary - £25,000 - £30,000
Industry - IT Managed Service Provider
Location - East Sussex

We are recruiting for a 2nd Line Support engineer for an IT MSP in East Sussex.
Responsibilities include:

• Answering telephone calls and emails sent to the ticket system


• Logging issues and requests into our ticketing system


• Responding to problems / requests and attempting to resolve


• Dealing with Incidents and Change Requests


• Mentoring members of the team


• Configuring hardware including routers


• Part of a rota for paid out-of-hours support (waking hours only)

Requirements

• Excellent telephone manner and good literacy skills


• High punctuality - we expect our staff to be ready to work at start times.


• An excellent understanding IT terminology


• Proven experience with:Windows Server / Desktop


• Active Director Management


• Microsoft 365 technologies, OneDrive, SharePoint


• Firewalls, routers, switches, and access points


• Virtualization - VMWare and Hyper-V


• Backup solutions - Veeam / Azure


• Connectivity diagnostics


• Have a willingness to continue learning


• Confidence working in a busy environment


• Employ a logical approach to problem solving


• Ideally live within 25 miles of our Hailsham based office


• Be able to work shifts based on a rota - varying between 07:00 - 09:30 starts

• Must have the right to live and work in the UK

Desirable

• Relevant IT Certifications


• Previous working experience for a Managed Service Provider (MSP)


• Experience using ConnectWise Manage CRM


• Knowledge of Ubiquiti Unifi, Draytek Routers and Sophos Firewall hardware


• Knowledge of WithSecure, Sophos Central, Private Cloud solutions


• Experience working within a customer facing environment