March 30, 2021
Job Type
Job Reference


Resolver (2nd/3rd Line Support), Middlesborough

A business in Middlesbrough is recruiting for a Resolver, 2nd/3rd Line Support person to join theirtechnica support team.

You will be responsible for providing technical support to their customers throughout the UK.

It will involve a large amount of project implementation, working directly with the Project Delivery Manager

Overtime is available as many of their 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


  • 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
  • Ability to work under pressure
  • 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 / server migrations
  • 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.

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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