Level 2 - Helpdesk Technician Job Description:
The Level 2 - Helpdesk Technician is responsible for handling escalated service requests in a professional and timely manner. These service requests require a deeper technical understanding and advanced troubleshooting skills. Additionally, a key responsibility is to provide support, guidance and mentorship to the rest of the Helpdesk team. We believe that people skills are just as important as technical skills, so we are not looking for technical experts who want to sit in a dark room. We need people who can communicate well with our customers and who can explain technical issues in very simple terms. All escalations and project tasks will be performed with Think Cloud’s strong Cyber Security ethos in mind.
Salary:
Salary:£26K-£30K
Reports To:
Helpdesk Manager
Basic Functions:
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, Meraki and Ubiquity Networking solutions and Vendor-specific hardware (Dell/Dell).
Provide escalated support for customers line of business applications, cloud/hosted systems and network infrastructure liaising with vendors as required.
Provide technical services and support for LAN/WAN connectivity and technologies including but not limited to Managed Firewalls, Switches Wireless Access Points and other devices.
Support of Remote access solutions including: VPN, Remote Desktop Services, and Windows Virtual Desktop.
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
Support of disaster recovery solutions.
System documentation maintenance and review in document management platform.
Communicate with customers and the team as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
The ability to multitask and prioritise your workload.
An ability to work under pressure, particularly when deadlines are approaching.
Confidence to carry out onsite work when required.
Outstanding time-management & organisational skills to manage a variety of tasks & meet deadlines.
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction.
Fast turnaround of customer requests.
Ability to work in a team and communicate effectively.
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
Escalate service requests that require engineer level support.
Responsible for entering time and expenses in ConnectWise as they occur.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Enter all work as service tickets in ConnectWise.
Knowledge, Skills and or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced understanding of:- Microsoft 365, Windows 10/11 Pro, Windows Server 2016/2018, Active Directory, NTFS/Share Permissions, DHCP/DNS, TCP/IP, Printing & VPN Connectivity.
General understanding of: Google Workspace, MacOS, iOS, Android, VoIP & RDP
Experience of supporting Sage 50 Cloud, Sage Payroll, Autodesk and other vendor supported applications.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Diagnosis skills of technical issues.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organisation’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Educational and Previous Experience Recommendations:
Minimum 3 of IT Helpdesk experience
One or more of the following:
A completed NVQ Level 3 Qualification in an IT related field.
CompTia Certified A+ or Network+
Microsoft Certified Professional
Microsoft 365 MS-900 Fundamentals or SC-900 Security, Compliance, and Identity Fundamentals.
Professional Google Workspace Administrator Certified
Package:
Salary:£26K-£30K
Company Pension
20 Days Holiday plus Bank Holidays and your Birthday Off.
Company Laptop
World Class Training
Company Gatherings & Team Events
Only local candidates need to apply.
About You
Have what it takes
You know that being good isn't enough and have a love for learning new skills & techniques
Enthusiasm in all that you do
You love what you do & bring positive energy to the team, lifting others up if they are down.
Be remarkable
You're a great communicator who values being organised and well- presented.
Think different
You value inclusion - You're not afraid to speak up and share your ideas,
even if they are different from the norm.
Know how to succeed
You understand the importance of taking ownership of your own time
& tasks and value teamwork.
About Us
Our core values are what support our vision, shape our culture and reflect what we value most.
If you join the team, we expect you to embody our core values to help guide your decisions, actions and behaviours.
World-Class development..
To ensure that Think Cloud remains a leader in our industry, professional development is at the heart of what we do. We know that in order to be successful, our team need to have the skills and knowledge necessary to excel in their roles.
We provide world class training development covering
IQ - Skills Intelligence and Task-Aware
EQ - Emotional intelligence Others-Aware
PQ - Personal Intelligence Self-Aware.
The same tools are used inside Google, Microsoft, and other Fortune 500 Companies. All designed to help you sharpen your skills to be successful in your role.
Over Two Decades Trusted By Businesses
Our Journey To Think Cloud
Think Cloud is a multi award-winning "Britain’s 50 Best Managed IT Companies" team with over two decades of experience helping businesses,from Local Government, Education, Ministry Of Defence Supply Chain, Manufacturing, Engineering, and Financial sectors. We are now proud to support more than 150+ customers, working with a wide range of businesses that are the most innovative and creative in their respective fields.
To learn more about our story, check out this podcast where Dean, Scott, and Leon share stories on how Think Cloud was founded and the road ahead.
How to apply for this vacancy ....
Apply in writting via emailing your CV to HBTC (Hull Business Training Centre), our training, apprenticeships and recruitment partner :
Subject Line: Think Cloud - Level 2 Helpdesk Technician
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