IT Support 2nd Line / Escalations Technician

An 2^nd Line /Escalations Technician is responsible for handling escalated service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

This is a fantastic opportunity for an ambitious individual who is looking to develop his or her skills in a dynamic environment. The opportunities to grow your career within a rapidly growing multi-faceted technology company are outstanding.

We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms.

Functions:

• IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, Cisco Networking solutions and Vendor-specific hardware (HPE).
• Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Advanced remote access solution implementation and support: VPN, Remote Desktop Services, and Windows Virtual Desktop.
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
• System documentation maintenance and review in document management platform.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Support of disaster recovery solutions.
  

Responsibility and duties:

• Diagnosing, Troubleshooting, testing, repairing, and servicing hardware, networks, and phones.

• Maintain a documentation library for the customers applications and bespoke infrastructure for use by the service desk teams.

• Ability to diagnose and troubleshoot any technical problems and recommend lasting solutions.
• Schedule visits logistically to prioritise workload and increase CSAT, tying workflow to schedule.
• Meet all scheduled appointments each day.

• Comprehend customer requirements and make appropriate recommendations/briefings.
• Providing remote support to troubleshoot and resolve technical issues.
• Make and take phone calls to provide customer service, liaise with 3^rd party vendors where necessary.

• Following company procedures and protocols
• Cooperating with technical teams and sharing information across the organisation
• Build positive relationships with customers.
• Work in conjunction with the technical team leader to deliver targets and use the training matrix for individual development.
• Attend one-to-ones to provide clear feedback to allow personal development.

• Support and provide feedback to drive continuous improvement of service operation, remaining fully complaint - Identify opportunities to increase efficiency and optimize flows.
• Assisting in project implementation, delivery, and overflow.
  

Key interfaces:

• All interdepartmental teams
• Clients
• 3^rd party vendors

Absolute Requirements (Essential):

• Proven IT Service experience
• Previous experience in 1^st/2^nd line IT Support

• Exceptional time management
• Outstanding attention to detail
• Rapid root cause analysis, troubleshooting and problem solving and analytical skills.
• Fantastic communication and interpersonal customer service skills
• Full knowledge and understanding of products sold/implemented/supported by the company.
• Exceptional technical support abilities with a logical approach to solving problems.
• Highly Self-Motivated with the ability to work independently and as a team.
• Technical understanding of IT Networks, especially WAN’s, LAN’s and VLANS.
• Experience working with Windows Server and desktop operating systems.
• Experience of implementing and supporting Microsoft 365, Exchange, SharePoint, and Teams.

• Current, clean, and valid driving license and willing to travel to customer sites when required.
• Exceptional English literacy and language skills, translating technical into plain English.
• A trustworthy individual who is not afraid to ask for help if needed.
• Confident decision-maker and able to demonstrate sound judgement.

Preferable Requirements (non-essential):

The successful candidate should ideally:

• Have a good working knowledge of the local geographic area.
• Experience of implementing and supporting Microsoft Azure AD (Entra) & Microsoft Intune.
• Have experience with Cisco Meraki
• Have experience in virtualisation, including Windows Hyper-V and VMWare eSXI

Salary & Benefits:

• Full Induction
• Increasing Holiday with length of service and Annual Pay Reviews
• Tiered Pension Scheme
• Flexible Childcare policy
• Microsoft Surface Laptop
• Free uniform
• Mileage allowance
• Birthday & length of service rewards
• Internal rewards platform
• Flexible working
• Referral Bonus Scheme
• Regular funded social events and funded Christmas party
• Lunchtime activities - bar billiards, pool
• Overall fun environment

Facilities:

• Free Parking
• Disabled access
• Fully air-conditioned offices
• Staff kitchen area
• Use of company pool vehicles
• Free tea & coffee
• Open plan offices
• Electric vehicle charging points
• Sonos sound system
• Shower facilities

Performance measures:

Your performance will be evaluated against a set of Key Performance Indicators (KPIs) which will be periodically reviewed and based upon the company strategy and vision.

Future progression

LMS Group has recently been acquired by Zenzero and is growing, fast, and expanding into new areas. Our philosophy is to promote from within to provide the right individuals with the opportunity to grow with the Company.

This document is not an exhaustive list of all duties however it is intended to indicate the main areas of activity. The post holder may be required to carry out other similar tasks, as directed by their line manager.

Updated March 2024