Technical Helpdesk Consultant 2nd Line

Kick ICT Group Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers. Founded in 2015, we have enjoyed significant expansion through a combination of organic growth and a successful M&A strategy. Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our four divisions, Technical, Dynamics, Infor and Communications allow us to deliver tailored expertise to each client. We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us. You can trust in our expertise. The Role BASE LOCATION: Bellshill (Hybrid) SALARY: Depending on skills and experience WORKING PATTERN: Permanent | Full-time (35 hours per week) Role Description As a 2nd line Technical Helpdesk Consultant, you’ll play an important role in the continued success of our business. You will be expected to respond to and work through the support cases logged by nominated customers in priority order and work with the customer to resolve their issues. Key Responsibilities Take 9 cases per day. This figure will fluctuate dependent on the number of incoming cases. Communicate with the customer in a warm, friendly and professional manner. Monitor the queue and the SLA response times taking cases before the SLA expires. Manage cases within your queue and update at the end of each week, with a maximum of 10 cases still open (where possible). Communicate with each case daily and update notes regularly. Liaise with the customer before closing a case to get agreement the issue is resolved. Assist other departments within the company with support issues where technical assistance is required. Update customers technical documentation as required. What do I need? 5 years’ experience in server and infrastructure support working in a similar role in an MSP. Desktop support experience is preferable. In-depth, hands on “problem solving” expertise in Microsoft operating systems and firewall technologies. A good working knowledge of a wide variety of IT hardware. A good understanding of structured cabling or Wi-Fi connectivity e.g. routers, switches, Wireless Access Points (WAP). Knowledge & experience in the following: Microsoft Windows Server and Desktop Operating Systems Microsoft Office and Office 365 / Azure / Sharepoint Virus / Malware Disinfection Active Directory / Exchange Server Backup Configuration and Management DHCP DNS (Local) Microsoft Windows Server, working knowledge up to 2019 server Microsoft Exchange - On premise and 365 exchange online Microsoft Active Directory, configuration Server Technologies: Performance, stability and security analysis, troubleshooting SSL Certificate Management DNS fundamental knowledge Benefits Competitive salary 30 days annual leave (plus a birthday holiday) Additional Service Days Group personal pension plan Private medical insurance scheme Hybrid Working Life cover (2 x final salary) Cycle to work scheme Kick ICT Group recognise the value of a diverse workforce and are committed to making our working environment inclusive for all.