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Harvey Nash

West Midlands / Global

2nd Line Support Engineer

  • Remote

Job Description

Onsite for the first 3 months then Hybrid

I’m looking for an experienced IT Helpdesk Analyst to join an established IT services business, providing technical support to a range of corporate clients.

The Role

You’ll provide telephone and remote technical support across workstation, application and hardware issues, with some exposure to server and network support.

Key responsibilities include:

  • Providing 1st Line technical support and managing incoming calls/tickets
  • Managing your own queue and working within agreed SLAs
  • Troubleshooting and resolving technical issues
  • Taking ownership of tickets through to resolution
  • Keeping clients updated throughout the process
  • Maintaining accurate ticket and knowledge-base documentation
  • Carrying out basic network administration tasks
  • Delivering a high level of customer service

Technical Experience

  • Active Directory
  • Group Policy
  • Microsoft 365 / Office 365
  • Microsoft Office
  • Microsoft Exchange
  • Terminal Server / RDS
  • Windows Server
  • Basic networking – TCP/IP, DHCP, DNS, IP addressing, VPN, switching and routing

About You

Ideally, you’ll have 12+ months’ experience within a technical helpdesk or customer-focused support environment, preferably within an MSP / IT services business.

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