2nd Line IT Support Technician

As a 2nd Line IT Support Technician at Conquip you will work closely with the Technology Service & Operations Manager and the Business Systems Manager to assist them in providing high-quality support to the business, both remotely and on-premises.

In addition, you will be involved in various infrastructure and system implementation projects, including but not limited to server migrations, network configurations and VoIP phone system improvements.

You will play a key part in ensuring that every team member at Conquip is equipped with the technology and associated training they need to fulfil their role to the best of their ability.

Key Roles and Responsibilities

Provide extraordinary customer service and support on incoming calls and escalated tickets, both on-site and remotely as required, ensuring timely and solid resolution of their issues by making use of remote access and diagnostic tools.

Record, track, and document the Service Desk problem solving process including actions taken through to the final resolution.

Organise incident and request priorities to ensure SLAs are met.

Configure and/or install hardware and software components as required by the company.

Run preventative maintenance activities.

Assist with the New Starter and Leaver processes by configuring and supplying or retrieving hardware and software as required, whilst also taking part in new starter training for basic IT needs.

Manage antivirus, web and email filtering software in partnership with external IT Support partners.

Keep up to date with security best practices.

Assist in identifying infrastructure upgrades or projects, and propose improvement plans to IT Management.

Assist with the implementation of business change projects as required.

Maintain and support network hardware, wireless networks, access control systems, mobile device management, remote access services, data backup and restoration services and other key IT infrastructure components as required.

Maintain collaboration with 3rd party technology suppliers.

Provide a proactive point of contact within the IT team for Conquip team members based at head office and in satellite depots and remote locations alike.

Learn aspects of the multiple systems that support Conquip and share knowledge willingly.

A minimum of 3 years previous experience within an IT support position.

Excellent Office 365 knowledge (including One Drive, SharePoint & Exchange).

Experience in deploying and troubleshooting Windows OS for both servers and workstations.

Strong understanding of Active Directory, Azure Active Directory and Hyper-V configuration and management.

Server 2016, 2019 & 2022 administration experience.

Experience in network device management such as printers, firewalls, switches and routers.

Desktop & Laptop repair and troubleshooting. DNS, DHCP, VPN, LAN, WAN troubleshooting and implementation.

Ability to juggle and prioritise multiple tasks within a collaborative team environment.

Strong communication & interpersonal skills.

Proficient in both spoken and written English

Highly self-motivated with the ability to make decisions and work unsupervised.

Adaptable and willing to do what it takes to get the job done.

Flexible approach to working hours to meet deadlines.

Candidates must hold a current UK driving license and have access to their own vehicle. Willing to travel to other UK offices/depots when required., Degree educated- desirable but not essential and/or suitable comparable and demonstrable role experience and capability

Microsoft 365 Certified: Enterprise Administrator Expert (MS-101 & MS-102)

Microsoft Azure experience including AZ-104 certification (desirable but not essential)

Key Personality Traits Required

Evident interest in and aptitude for IT, business systems and networks

Good communicator.

Technologically competent.

Quick learner and capable researcher.

Systematic problem solver.

Professional and respectful conduct towards internal customers as well as external stakeholders.

Can prioritise and organise time.

Comfortable working autonomously or as part of a team.

Willing to get involved in any project with a view to helping move the company forwards.