2nd Line Support Technician

Working Solutions Mercia
Pembridge, Leominster
£25,000 per annum
12 Jun 2019
27 Jun 2019
Contract Type
Full Time
Job title: 2nd line Support Technician
Salary : £25,000 - £30,000 (Dependant on experience)
Base: Pembridge, Herefordshire
Hours per week: 39 hours per week
Annual Leave: 23 days (plus Bank Holidays)

Our client is a market leading manufacturer of premium and high-performance rigid insulation products and insulated systems for building fabric and building services applications. Manufacturing excellence, first class customer service and unrivalled expertise in meeting the needs of the market are just some of the many strengths that their products offers.

They are looking to recruit a 2nd Line Support Technician responsible for helping support all services including applications, systems, hardware and customers, ensuring a first-class support service to our entire customer base. This is a divisional role based either at our head office in Pembridge, Herefordshire. You must be prepared to travel to remote sites world-wide as the need arises.

As the 2nd Line Support Technician, you will provide a mentoring and guiding role for more junior members of staff including our trainees/apprentices. You will be able to provide a clear outline of expectations and a safe supportive environment to motivate and encourage learning and development.

You will resolve requests, incidents, problems and major incidents assigned to the Service Delivery team within service level agreements. You will action tickets and co-ordinate appropriate and timely responses, including channeling requests to other resolver teams and third parties. You will interact with Team Leaders/Managers to plan, schedule and monitor work activities and provide detailed documentation and guidance on effective use of systems and products.

You must have the ability to take control of the management of major incidents, to work on projects and service improvements. You will be required to provide support outside of normal working hours either as part of a rota or on an ad hoc basis to meet business requirements.

You will have previous customer support experience working as a Level 2 / 3 technician in an enterprise environment. Your experience, skills and qualifications will include at least 70% of the following:

  • certifications in Microsoft technologies
  • a good understanding of Microsoft Exchange and Server
  • Microsoft Windows Operating systems (Windows 7 / 10)
  • an understanding of Microsoft Active Directory
  • an understanding of VM ware, Citrix environments, and WAN and LAN environments
  • a detailed understanding of client hardware and operating systems to affectively troubleshoot problems
  • an understanding of MPLS and VPN fundamentals
  • mobile technologies
  • telephony
  • Office 365
  • ITIL awareness.

You will also have the ability to work as part of a team or on your own initiative, to be professional and presentable always, be able to handle difficult and demanding customers, and have a full UK driving license.

This is a fantastic role for the right person, if that sounds like you then please send your CV to or call on . Working Solutions are acting as an agency on this position and only those candidates able to work in the UK need apply.