Responsibilities
- Provide second-line technical support across client environments via the helpdesk platform.
- Diagnose and resolve complex IT issues escalated from first-line Engineers.
- Collaborate with third-line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
- Act as a point of escalation for customer concerns, ensuring issues are fully resolved without impact on other systems.
- Support application updates and upgrades, including participation in scheduled OOH periods as required.
- Maintain exceptional customer service standards, keeping users informed with timely and professional communication.
- Foster strong client relationships by delivering prompt, reliable support that meets IT requirements.
- Guide and mentor first-line Engineers, helping to improve overall resolution rates.
- Log and update tickets accurately in Halo PSA, including detailed notes and time entries.
- Create and maintain knowledge base articles for recurring issues.
- Ensure tickets are escalated and resolved in accordance with service level agreements (SLAs).
- Continuously upskill in relevant technologies, including Microsoft 365, AVD, and accountancy applications such as Sage Accounts and CCH.
- Pursue certifications and deepen technical expertise to support career growth and team capability.
Requirements
- Strong analytical and problem-solving skills, able to troubleshoot complex technical issues effectively.
- Previous experience in second-line IT support, ideally within a remote or distributed team environment.
- Familiarity with ticketing systems and remote monitoring tools
- Excellent communication skills, able to explain technical issues clearly to both technical and non-technical users.
- Strong organizational skills, able to manage multiple tasks and prioritize effectively.
- Committed to meeting SLAs, including response times and resolution targets.
- Self-motivated, proactive, and eager to learn new technologies and pursue relevant certifications.
Nice to Have
- Experience with Datto RMM, Backupify, and Halo PSA
- Knowledge of Microsoft 365, virtual desktop environments (AVD), and accounting software (e.g., Sage, CCH)
Additional Information
- Will Follow UK Holidays
- Willingness to participate in occasional out-of-hours support and IT maintenance tasks.
