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
To apply for this job please visit itjobpro.co.uk.