2nd Line IT Support Desk Technician

About The Role

Aztech IT has grown from strength-to-strength since 2006 and was recently recognised in Britain Best 50 Managed IT companies. We pride ourselves in having a team ethos and employee-centric environment.

We are seeking for a customer focused, experienced 2nd line level IT Support Desk Technician, that has previous 2nd line IT support, supporting external clients or multiple internal sites working in a busy helpdesk / IT support desk environment. You will be a part of the Service Delivery Team and based at our Milton Keynes office.

The successful  2nd Line IT Support Desk Technician will ideally come from the background of an IT Managed Service Provider or supported multi sites for internal users. You will have previous troubleshooting experience with Azure or O365 along with Windows 10 and Active Directory, as well as being able to follow the process of using a ticketing systems (we use ConnectWise here at Aztech IT).

Working as part of our first response team you will ensure that our customers receive an excellent and consistent customer service experience. It is essential to have a passion for technology and provide outstanding customer service.

Responsibilities 

• Acting as the first point of contact for technical service requests for external clients
• Logging and maintaining support issues detail throughout a service ticket lifecycle using ConnectWise
• Responding appropriately to more complex problems through escalation
• Prioritisation and management of workload to ensure client SLAs are met.
• Owning, managing, and resolving incidents, completing requests and change requests in line with our SLA’s
• Delivering against our KPI’s
• Identifying opportunities for improvement both technically and in processes

Skills / Attributes Required

• Minimum of 2-years experience supporting external clients at an IT MSP.as a 2nd Line IT Support Technician
• Previous experience of working with a ticketing systems managing your own time entries / timesheet.
• Able to deliver and troubleshoot complex technical solutions
• Strong communication and documentation skills
• Good time management and prioritisation skills

 Good Technical Knowledge

• Office 365
• Azure
• Windows Server
• Active Directory
• Windows 10
• PC & Server hardware

Desirable technical knowledge

• ConnectWise
• Hypervisor / VMware
• vSphere
• SharePoint
• OSx Operating Systems
• Firewalls
• Networking

 Desirable Qualifications / Certifications

• AZ-104
• Microsoft 365 Certified: Fundamentals
• CCNA

Package Details 

• Annual salary up to £35k pa, depending on experience and accreditations
• 24 Days Holiday Increasing with long-service
• The hours of work are 37.5 per week. Applicants must be flexible to work additional hours to fulfil the requirements of the job role.
• Based full-time in Linford Wood, Milton Keynes.

Employee and Office Benefits

• Excellent training/development opportunities – The Aztech Academy
• Perkbox - Hundreds of different perks delivered to your mailbox weekly.
• Paid for Company nights out.
• AXA Health Cash Plan
• Exam Bonuses 

To apply for this role, you must be eligible to work in the UK and have working rights in place at application stage. Aztech IT cannot sponsor visas.