Remote 2nd Line IT Support Technician

Our reputable client is seeking a 2nd Line IT Support Technician to join their friendly team.

This is a majority remote based role. The successful 2nd Line Technician will work from home. There will be occasional travel in the South-East and London mainly for project-based work.

MFK Recruitment has successfully recruited 41 IT professionals to this client within the past 5 years, 30 are still with the company too! They retain their staff due to the excellent culture and progression opportunities.

2nd Line IT Support Technician - Primary Activities:

• Provide remote 2nd Line Server, Network, and Desktop technical support, diagnosing customer issues remotely and supporting the team to achieve consistent first-time fix.
• Incident and Problem management – taking ownership of escalations from 1st Line and onsite resource, managing issues through to resolution while keeping all stakeholders informed.
• Provide exceptional service support to internal and external customers, ensuring high levels of customer satisfaction.
• Assist in onboarding new customers, ensuring smooth transitions and adherence to best practices.
• Provide solutions and workarounds to incidents and problems, escalating concerns where necessary to meet agreed customer SLAs.
• Responsible for achieving agreed service levels at both team and individual levels.
• Ensure incidents are triaged for urgency and impact, prioritized, and allocated accordingly in line with service agreements.
• Develop and maintain the knowledge base for internal teams and the customer base, ensuring best practices are documented and shared.
• Accurately manage incidents and time sheets through ITSM tools.

2nd Line IT Support Technician - Other Activities May Include:

• Take responsibility for continual professional development, allocating time to deepen knowledge of supported technologies.
• Provide hands-on technical support, addressing quick technical fixes where necessary.
• Attend customer meetings as required to provide technical explanations and guidance on service-impacting issues.
• Ensure adherence to standards and procedures to maintain service quality and best practices.
• Collaborate with internal and external teams to enhance service offerings and develop solutions.
• Occasionally travel to customer sites when required for critical support or project work.
• Carry out any other reasonable requests made by the company.

2nd Line IT Support Technician – Experience required:

• A minimum of 3+ years of experience as an IT Support Technician (Ideally within Education or for an MSP)
• 2nd Line Server, Network, and Desktop technical support
• Microsoft technologies: 365, Azure, Windows, AD, Server OS.
• Cloud technologies: 365, Azure, SharePoint, OneDrive.
• Configuring & maintaining devices with Microsoft Endpoint Management.
• Backup solutions: On-prem & cloud.