2nd Line IT Support

IT Zero Ltd; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A UK-based IT support firm is seeking a motivated second-line IT support professional to join their team. The ideal candidate will provide technical support for IT infrastructure, resolve issues via various communication channels, and ensure user satisfaction. Knowledge in Windows and Mac OS systems, alongside experience with ticketing systems, is essential. This role offers a dynamic work environment where you can grow your technical expertise and contribute to user success.

Qualifications

• Previous experience in a similar role providing technical support to end-users.
• Strong knowledge of IT infrastructure components.
• Familiarity with Azure AD, Intune, and Microsoft Entra.

Responsibilities

• Provide first and second-line technical support to end-users for IT infrastructure.
• Troubleshoot and resolve user problems via phone, email, or remote access tools.
• Document and track all support requests using ticketing systems.

Skills

Technical support

Hardware troubleshooting

Software installation

Networking protocols

User management

Tools

ServiceNow

Jira

SCCM

Job description

Motivated, energetic and friendly second-line IT support wanting to grow with the company.

Responsibilities

• Provide first and second-line technical support to end-users for IT infrastructure, including hardware, software, and network-related issues.
• Troubleshoot and resolve user problems via phone, email, or remote access tools.
• Document and track all support requests using ticketing systems.
• Support users with Windows and Mac OS operating systems, including troubleshooting software installations and configurations.
• Assist with deploying and managing software packages using SCCM or similar tools.
• Troubleshoot network connectivity issues, including TCP/IP configurations and DNS resolutions.
• Assist with setting up and troubleshooting network devices such as Ubiquiti switches and access points.

Qualifications

• Previous experience in a similar role providing technical support to end-users.
• Strong knowledge of IT infrastructure components, including hardware, software, and networking.
• Familiarity with Azure AD, Intune and Microsoft Entra for user and computer management.
• Proficiency in using ticketing systems such as ServiceNow or Jira to track support requests.
• Experience with supporting mobile devices (iOS and Android) in an enterprise environment.
• Knowledge of Mac OS and Windows operating systems, including troubleshooting software installations and configurations.
• Familiarity with SCCM or similar tools for software deployment and management.
• Understanding of TCP/IP networking protocols and troubleshooting network connectivity issues.
• Basic knowledge of Linux-based systems is a plus.
• Full UK Drivers license is a plus

This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the company.