Role: Senior Technician
Location: Glasgow / Hybrid
The Company
Net Talent have partnered with a market-leading client that creates and implements tailored solutions for an expanding clientele nation-wide throughout the UK. From consultations to IT support, our client aids businesses in their productivity and allows for a reduction in the impact on the environment. They are looking for a Senior Technician to join the team.
The Role
Are you experienced in 2nd line support with an IT environment, then this could be the job for you! From maintenance of all IT equipment, enquiry resolution through to mentoring the junior technicians, this role would suit someone who can work in a fast-paced, client-facing environment and happy to travel to client sites occasionally.
- Deliver 2nd line technical IT support for clients – through telephone or helpdesk ticketing system and handling through to resolution.
- Mentor junior technicians and act as escalation point for challenging tasks.
- Monitor the ticketing system – log all enquiries and notes, process of each task and actions required.
- Implement client projects when designated.
- Troubleshoot/fix servers, hardware, email, network, and back-ups on all IT equipment.
- Implement software re-builds or builds – PCs and laptops.
- VPN set-up and maintain shared drive connections.
- Assist all other technicians when needed and ensure documentation is up to date.
- Undertake site visits for clients and produce quotes for clients when new equipment is delivered.
Required Skills / Experience
- Proven experience in 2nd line customer/client-facing IT support role
- Working knowledge of computing systems and hardware & software – Microsoft Windows and macOS
- Solid knowledge and experience of Microsoft Windows server, Active Directory, Azure technologies and Network Drives
- Working experience troubleshooting / maintaining networks – CCNA, DNA, or similar
- Excellent experience in Microsoft 365 / Windows server
Desired
- Experience using Syncro or similar ticketing system
- College or University degree in computer/computing related subject
- Full, clean drivers license
Personal Skills / Abilities
- Passion for technology – excellent IT skills and adaptability to new tools quickly
- Comfortable working under pressure and to strict timelines
- Professional communicator, both verbal and written
- Ability to translate IT jargon for clients that can be easily understand
- Ability to manage expectations of clients and strong customer service skills
- Able to use initiative and problem-solving abilities on the spot
- Ability to work independently & as part of a team
- Highly organised with strong attention to detail
- Strong timekeeping skills
- Eagerness for continued learning and investment into personal development