2nd Lie Support (Ref: 18411)

£25000 plus bonus Published: July 7, 2020 (30 days ago)
Job Type


2nd Line Support, Middlesbrough, £22-25,000 plus bonus

A business in Middlesbrough due to growth is looking to appoint a 2nd Line Support person to join their technical support team to provide 2nd Line support to their customers through the UK and overseas

This role will involve a large amount of project implementation working directly with the Project Delivery Manager and as such will use planning and network design. Overtime is available as many projects are needed to be completed out of hours.


  • Provide remote & onsite technical support
  • Ensure all support tickets are logged in our Service Desk system with regular progress notes
  • Keep the customer regularly updated with issue resolution progress
  • Work in collaboration with colleagues on major incident recovery
  • Proactively identify potential problems and issues on customer sites
  • Identify opportunities to implement improved solutions
  • Deliver exceptional customer service and demonstrate the ability and desire to go 'above and beyond’ for our customers
  • Share technical knowledge and contribute articles to the knowledge Base
  • Complete research, testing, and development on imminent technologies
  • Engage in ongoing training and gain technical qualifications
  • Project Delivery
  • Solution Design

You will have:

  • Experience of working in a busy IT Service Desk environment
  • Experience of working on projects
  • Confident customer facing skills
  • Excellent communication skills
  • Ability to work effectively within a team and as an individual
  • Professional attitude
  • Efficient time keeping
  • Ability to prioritise work
  • Flexible approach to working outside of normal office hours if required
  • Full UK driving license

Technical experience required:

  • Microsoft Windows
  • Microsoft Windows Server
  • Experience in installing servers
  • Active Directory and Group Policy
  • Microsoft Office 365 & SharePoint
  • Hyper-V
  • Cisco Meraki
  • Panasonic & Mitel Telephone Systems
  • IP Based Telephony for example 3cx
  • Autotask
  • Networking / Firewall
  • Video Conference

Able to demonstrate professional development and industry relevant qualifications.

The successful candidate will be joining the business at a very exciting time with several projects in progress, and planned expansion to strategic sites throughout the UK.

They offer a competitive industry benchmarked salary, an ongoing technician development programme and an excellent work environment. In demonstrating a commitment to the company, a professional attitude, and continued development of technical skills, there will be excellent opportunities to progress within a rapidly expanding business.



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