2nd Line IT Support Technician
Badger Associates
- Norwich
- £35,000 per year
- Permanent
- Full-time
- 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.
- 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
- 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…)
- Working knowledge of an RMM
- PowerShell scripting
- Project management/implementation experience
- Experience with Connectwise, Eset, LastPass, Draytek and Unifi
LogicMelon