About The Role
Aztech IT has grown from strength-to-strength since 2006 and we were recently recognised in Britains Best 50 Managed IT companies. We pride ourselves in having a team ethos and employee-centric environment.
We are seeking a customer focused, experienced 2nd line level IT Support Desk Technician, that has a minimum of two years 2nd line IT support experience, supporting external clients at an IT Managed Service Provider (MSP) on a busy helpdesk / IT support desk. 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 have previous experience working for an IT MSP where you have troubleshooting clients technical issues with Azure, O365, Windows 10, Active Directory, and any additional Microsoft technologies. You will also be expected to be 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, and managing escalations from 1st Line IT Support Technicians.
- 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.
Top Skills
What We Do
Aztech IT Solutions is trusted by more than one hundred growing businesses across the UK to deliver professional, proactive IT support services. Aztech provides the IT support and consultancy services that enable organisations to operate more efficiently, safe in the knowledge that their IT systems are optimised and proactively managed. Your IT partner should work as hard to improve your business as you do. When you work with Aztech, we’ll work diligently to keep delivering tangible, measurable business benefits and you can focus your energies on running your business.
