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1st/2nd Line Support

Location: Buckinghamshire Salary: Negotiable
Sector: IT & Telecoms, Client Delivery, Defence Type: Permanent
Contact: Hannah Vincent Job Published: 13 days ago

Job Title: 1st/2nd Line Support

Location: High Wycombe

Salary: £DOE - We are booking interviews next week! Please call or email for a slot


Key Skills: O365, Active Directory, M365, 1st Line, 2nd Line, IT Support, Troubleshooting, Configuration, ITIL, Exchange, Internal IT.

Are you a tech-savvy problem solver with a passion for helping others? Our client is seeking a dedicated IT Support Specialist to join their dynamic team. In this role, you'll be the first point of contact for technical assistance, ensuring our employees can work efficiently and effectively. If you thrive in a fast-paced environment and have a knack for troubleshooting and resolving IT issues, we want to hear from you! Join our client today and contribute to our mission of delivering top-notch technological support.

The Role:

So, what will you be doing as a 1st/2nd Line Support?

  • Serve as the initial contact for reporting technical issues and answering questions regarding software, hardware, and network problems.
  • Provide "white glove" service to executive-level personnel.
  • Accurately diagnose and resolve technical issues.
  • Effectively escalate issues to the appropriate resources when necessary.
  • Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution or escalation.
  • Prioritize work and exercise good judgment while managing multiple tasks.
  • Provide support for the user base for all hardware, software, and communication products, adhering to the agreed SLA at all times.
  • Maintain hardware assets, including registering and ensuring compliance.
  • Install, upgrade, and support desktop applications, hardware, and operating systems.
  • Provide 1st and 2nd line support for all servers across the infrastructure, including both physical and virtual implementations.
  • Provide 1st and 2nd line support for all networking components, including switches, cabling, and associated peripherals.
  • Plan, manage, and assist with office moves, ensuring all IT equipment is disconnected and reconfigured according to requirements.
  • Administer backup software, amend backups, and carry out restores in line with backup and restore procedures.
  • Administer M365 accounts and access permissions as required.
  • Be conversant with IT security and provide support including antivirus, peripheral access management, and endpoint protection.
  • Produce documentation, procedures, and technical notes.
  • Assist the wider IT Central service teams in provisioning upgrades and improvements as instructed.
  • Ensure work areas and equipment are maintained in a clean and tidy state.
  • Undertake additional duties as directed by the direct line report or IT Central services teams.

What are we looking for in our next 1st/2nd Line Support?

    • Someone who has hands-on technical support experience.
    • End-User desktop support, mobile device support, email support experience.
    • Experience troubleshooting AV equipment and remote conferencing tools.
    • Proficiency with current Windows OS.
    • Experience with Active Directory and Exchange.
    • Experience with O365 Administration and Troubleshooting.
    • Knowledge and experience supporting, troubleshooting and configuring PC Hardware.

My client is keen to get this position filled ASAP, so if you feel you have the skills and desire to provide passion and drive as the next 1st/2nd Line Support, this is the opportunity for you!

***PLEASE NOTE***

Security Clearance (SC) or eligibility to gain is required to be considered for this vacancy

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.

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