Second Line Support Consultant

Why your job is important to us

We promise our clients that we will provide straightforward, efficient and secure IT management. For most clients their most frequent interaction with us is through our remote helpdesk service. Clients contact Support at a moment of personal stress. They are busy, hardworking people who can’t get something to work, and we can all empathise with that feeling!

Why your job is important to us

We promise our clients that we will provide straightforward, efficient and secure IT management. For most clients their most frequent interaction with us is through our remote helpdesk service. Clients contact Support at a moment of personal stress. They are busy, hardworking people who can’t get something to work, and we can all empathise with that feeling! Your job is to be proactive, professional and friendly, fixing their issue, preventing it from happening again, making them feel calm and confident in your ability, and making sure that the client feels well communicated with, in a manner that hasn’t made them feel silly for calling in the first place. As a 2nd Line Support Consultant, you will also provide deeper technical expertise when issues require more detailed investigation and troubleshooting. You will take ownership of more complex technical problems, make sound technical decisions and use your experience to help develop the knowledge and capability of others within the Support team. The feeling you leave the client with after your interaction will often form that client’s whole opinion of our firm. To our clients, you are ramsac! Clients tell us it’s our personable, proactive approach that really makes a difference.

On a day to day basis you will:

• Help our clients with technical issues raised by phone, portal or email.
• Take ownership of more complex technical issues requiring deeper investigation, troubleshooting and technical knowledge.
• Deal with a wide variety of users with varying levels of technical knowledge.
• Manage a demanding caseload in line with SLAs, balancing client communication, technical investigation and timely resolution.
• Use a structured, evidence based approach to troubleshooting, forming and testing hypotheses to identify the underlying cause of technical issues.
• Research and investigate unfamiliar technical issues, using your experience and judgement to determine the appropriate course of action.
• Recognise when an issue requires further specialist expertise and recognise effectively, providing clear evidence of the investigation, actions taken and findings.
• Liaise with third parties and log tickets for vendor support and warranty claims.
• Be proactive in keeping clients updated with the status of their support ticket and ensuring customer ratings are within target.
• Think about not only how to fix an issue, but how to ensure the problem does not return.
• Manage changes in a way that minimises risk to the client’s ability to operate.
• Support 1st Line colleagues with more complex technical queries, using these opportunities to coach and develop their knowledge rather than simply taking work from them.
• Identify recurring technical issues, documentation gaps and opportunities for automation or service improvement, proactively bringing forward solutions.
• Act as a ‘Champion’ within the team for designated clients, reviewing our documentation and being a point of technical knowledge.
• Maximise efficiency and speed of service by utilising our automation tools as appropriate.
• Manage your workload effectively and deliver against agreed productivity, quality and service performance expectations.
• Join our 24/7 on call rota when a vacancy arises, typically providing on call cover for one week in every five.

About You

Inspire us!

We want to be known as the most ‘can do’, well polished and caring IT supplier in the South East. To do that, we only want to work with the best. Our staff are proud to say ‘I am ramsac’ and their personal values are a reflection of the core ramsac beliefs, which are all about going the extra mile and being genuinely concerned about providing clients with the very best, most attentive and highest quality service. Are you ramsac enough to be part of this very special team?

What’s really important to us:

• Strong technical troubleshooting skills and the ability to investigate complex issues logically and methodically.
• Confidence making technical decisions and taking ownership of issues through to resolution.
• Curiosity and persistence when faced with unfamiliar problems, with the ability to research, investigate and learn rather than simply relying on others for the answer.
• A proactive and self motivated approach, identifying problems and bringing forward solutions rather than waiting for direction.
• The ability to be highly organised and manage competing technical priorities effectively.
• A genuine interest in IT and a desire to continue developing your technical knowledge and career.
• The ability to keep it simple. No one is impressed with jargon that only serves to belittle the end user.
• Experience of providing great customer service alongside strong technical support.
• The ability to remain calm under pressure and make clients feel confident that their issue is being properly owned.
• The ability and willingness to coach less experienced colleagues, helping to build technical expertise, confidence, ownership and decision making capability across the wider Support team.
• A can do attitude and willingness to assist your peers with technical questions or challenges they may encounter.

In return, we promise

We are absolutely focused on providing great IT careers! We have a 5* Glassdoor rating, an ‘outstanding’ rating in the UK Best Companies employee engagement survey, and we were recently named Surrey’s Employer of the Year. We promise on the job learning, industry accredited qualifications and a proven career development path to ensure you continue to grow and develop.

The icing on the cake

• Strong working knowledge of Microsoft 365 administration, including Exchange Online, SharePoint, Teams and Entra ID.
• Experience troubleshooting identity, authentication, permissions and Conditional Access issues.
• Good understanding of Windows Server, Active Directory, Group Policy and common on premise infrastructure.
• Good understanding of networking fundamentals, including DNS, DHCP, TCP/IP, VPNs and firewalls.
• Experience supporting Microsoft Intune and endpoint management.
• Understanding of Microsoft 365 and endpoint security controls, with the ability to apply security best practice when troubleshooting.
• Experience managing on premise servers using remote management tools.
• Experience working within an MSP or multi client technical support environment.