Our client based in Aberdeen are currently seeking a 2nd Line Support Technician on a permanent basis.

Key Responsibilities

* To provide remote and desk side technical support to the “clients” user base to achieve fulfilment of incidents and requests of an IT nature

* The ability to communicate technical issues to a non-technical audience

* Incident Management of major incidents

* Keeping the knowledge base documents up to date

* To record all incidents / changes within the clients ITSM tool

* Answer inbound phone calls where required

* Make outbound phone calls to users keeping them informed on a regular basis

* End to end ownership of all incident / change / service requests through to closure

* Third party co-ordination (internal / external)

* Ability to provide a positive technical support experience

* Build strong relationships through effective methods of communication

* Identify and work towards service improvements

* Assess, prioritise and manage workload ensuring team goals are achieved

Education, Qualifications & Experience

* Experience working in IT Support (face to face or remote)

* Good understanding of supporting Microsoft Server (Apply online only) / Windows 10 Desktop technologies and associated suite of packages

* Experience of Server / Workstation hardware (Build configuration and component replacement)

* Good understanding of Virtual Machines, Hyper-V/Azure

* Android / iOS support

* Microsoft domain infrastructure; Group policy, DNS, DHCP, Active Directory

* Microsoft Office 365, AD Connect Exchange Online SharePoint Teams

* Experience in maintaining backups and disaster recovery tools.

* Troubleshooting Experience

* Good Telephone Manner

* Ability to work under own initiative

* Full Clean UK Driving Licence (occasional UK travel)

* Valid Passport

* A quick learner and willing to develop new skills using new tools and techniques

* Flexible, calm and approachable, ‘can do’ attitude

* Ability to operate within a team