2nd Line IT Support
2nd Line Technical Support Analyst
An exciting opportunity has arisen with a leading Managed Services Provider based in Leeds.
This client has rapidly expanded from acquisition and organic growth, and they are now seeking an ambitious technical support analyst to join their 2nd line technical support team.
They specialise in providing Cloud, Connectivity, UC & Collaboration services to a vast range of Enterprise scale businesses.
You will be a part of a motivated and experienced technical team; this role will require you to provide a high level of IT support for several clients where service is a priority.
You must have excellent communication and relationship building skills with the ability to resolve technical issues inline with agreed SLAs.
Offer a high level of support to a variety of clients, assisting with 2ndline technical issues
Ensure incidents are resolved in line with SLAs
Escalate any unresolved issues to 3rdLine support
Ensure internal documentation is developed and maintained
Develop technical knowledge, have a desire to learn and progress your technical career.
Eventually taking on further responsibilities
Previous experience working in an MSP environment
Experience in a 1st/2ndline technical support role
Cisco Networking knowledge – Switches / routers / firewalls
Some exposure/knowledge of cloud technologies is desirable
Knowledge of virtualisation, storage solutions
Knowledge around server technologies – AD / Exchange / Citrix
Although the suitable candidate does not have to be an expert in each area, it is highly beneficial to have an understanding and willingness to progress in these areas.
In return, our client is offering a competitive basic of up to £26,000 PA with a 20% shift bonus on top taking the total package to up to around £30,000PA.
Postions available in Harrogate or York
Hours of work
X2 day shifts from 7.00am to 7.00pm
X2 night shifts from 7.00pm to 7.00am
This will be followed by a 4-day rest period