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 or supporting multi sites for internal users in a helpdesk / IT support desk environment 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
MCSA
ITIL foundation
MCITP: Server Administrator or MCSE: Windows Server
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.
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