2nd Line ITEE Support Technician

Juice are working with a great client with enormous growth, at present they are looking for a well organised and efficient 2nd Line ITEE Support Technician with a strong work ethic and an eye for detail..

As our 2nd Line ITEE Technician, you will be proactively managing and troubleshooting requests raised by clients. Our client builds their own systems to supply to Clients therefore they are a Subject Matter Expert in their field when it comes to assisting.

They pride themselves on 15-minute response time and 1 day turnaround in fixing the problem.

This is an exciting new opportunity to work independently in your own division of the support team.

Could this be you?

Keep Looking!

The Role

Scope and Remit of the role:
Tickets
Using our PSA (Professional Services Automation) platform to work on and solve assigned tickets
Managing your assigned day to day work schedule
Identifying tickets that have several issues
Working on tickets in a methodical order
Customer service
Communicating progress and actions to users in a timely manner
Providing a friendly experience
Replying to users in a timely manner
RMM
Utilising scripts and procedures to help speed up your work
Troubleshooting behind the scenes to minimise disruption
Communication
Communicating clearly to the team using our teams’ channels
Escalating tickets where assistance is required
Communicating to the client the status of their ticket
Identifying, communicating, and mitigating potential risks
Communicating with clients/your team in a friendly and professional way
Teamwork
To work well with your peers to progress the overall actions of the business
- Following SOPs (Standard Operating Procedures)
- Following all security procedures and being vigilant of security issues
- Identifying opportunities for improvement and make suggestions for change
- Contribute to the process of change
General Duties/Key Responsibilities:
Manage the 2nd line division
- Complete 2nd line tickets received to the KPI’s provided
- Identifying chargeable requests
- Assist with onboarding new clients
- Client satisfaction
- Contribute to team efficiency

About You

Experience as a 2nd Line Engineer
- Ideally worked in an MSP (Managed Service Provider) environment previously
- Strong Knowledge of the M365 Environment (certification preferred but not essential MS-100\101\102)
- Strong Understanding of active directory services
- Strong Understanding of Microsoft server architecture
- Strong Understanding of networking, switching, and routing
- Able to work independently with own workloads
- Enjoys working in a team environment but having their own workloads
- Passion for IT, enjoy what you do
- Like working with clients and providing top class satisfaction
- Keen to progress and be a part of our growing IT community
- Has the ability to work in a remote facing environment

Benefits

WPA health care
25 days holiday plus extra day for Birthday
Christmas week, skeleton staff, therefore not as much work to do, but still paid
Charity day – where you can pick a time
Team building opportunities
Training and development opportunities to learn and develop in your role

Frequently Asked Questions

How much will it cost for you to find me a job?

It’s an age-old myth that recruitment agencies charge candidates. Our services to candidates are completely free of charge. We offer CV writing, career advice, interview preparation (and more), and we don’t charge you a penny!
Can I register with more than one agency at a time?

Yes, absolutely, and we recommend you do so to ensure you’re getting your name out there. What we do ask is that you’re honest with both parties. Keep everyone informed of all your job activities, and there should be no issues in doing this.
Why should I register with Juice Personnel instead of just finding my own job?

Juice Personnel is a reputable recruitment agency with over 60 years of combined professional experience among our consultants. Our in-depth market knowledge is second to none, and our links with local businesses cover the whole of West Yorkshire, giving us access to hundreds of available opportunities. We will fully manage your application and can offer advice, guidance, or a friendly chat should you need us to!
I’ve applied for a vacancy online. Does this mean you’ve sent my CV to your client?

No, no and no! We pride ourselves on meeting every single candidate we work with. Any recruiters worth their salt will do the same! It’s our professional duty to ensure that we match the right people to the right business, and there is no way we can do this without meeting you first. We also NEVER send your details anywhere without getting your consent first.
I’ve sent my CV to you and haven’t heard anything. Why is this?

We receive hundreds of CVs daily, so it’s physically impossible to reply to every candidate. We reach out to as many people as possible, but we state in our adverts that if we haven’t contacted you within 48 hours, you can assume your CV wasn’t shortlisted. If in doubt – pick up the phone. We’re always happy to talk about recruitment.