IT Support Technician - 2nd Line

About Us:

Consider IT is a dynamic and fast-growing IT support company dedicated to providing superior technical support and IT solutions to businesses of all sizes. Our mission is to ensure our clients' IT infrastructure runs smoothly, enabling them to focus on their core business activities. We are looking for a skilled and experienced 2nd Line IT Support Technician to join our team and help us maintain our high standards of service.

Role Overview:

As a 2nd Line IT Support Technician, you will handle more complex technical issues that have been escalated from the 1st line support team. You will leverage your advanced technical knowledge to troubleshoot, resolve, and document problems, ensuring minimal disruption to client operations. This role requires strong problem-solving abilities, extensive technical expertise, and a dedication to delivering exceptional customer service.

Key Responsibilities:

• Provide advanced troubleshooting and resolution for escalated technical issues, including hardware, software, and network problems.
• Support and manage Microsoft 365 and Azure environments, including user administration, configuration, and troubleshooting.
• Maintain and troubleshoot Windows and Mac operating systems, as well as server environments.
• Perform system administration tasks such as backups, restores, and monitoring system performance.
• Collaborate with 1st line support to ensure seamless escalation and resolution of technical issues.
• Document all support activities and resolutions accurately in the ticketing system.
• Assist with the deployment and configuration of new hardware, software, and network infrastructure.
• Stay current with emerging technologies and best practices to provide effective support.

Requirements:

• Previous experience in a 2nd line IT support role or similar.
• Extensive knowledge of Windows and Mac operating systems, as well as server environments.
• Proficiency in Microsoft 365 and Azure administration and troubleshooting.
• Strong understanding of networking principles, including TCP/IP, DNS, DHCP, and VPN.
• Experience with system administration tasks, including backups, restores, and performance monitoring.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Relevant IT certifications are a plus.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive training and development opportunities.
• Flexible Working
• Extra Holiday Allowance
• Enhanced Company Pension Contributions
• Friendly and supportive work environment.
• Opportunities for career advancement within the company.
• Private Healthcare
• Private Life Insurance
• Cycle to Work Scheme
• Company-sponsored social events.

Work Environment:

Due to the nature of the work, which often involves direct interaction with hardware and clients, this is primarily an office-based position. Being present in the office allows for hands-on support and efficient resolution of technical issues that require physical intervention. However, we understand the need for flexibility and offer the option to occasionally work from home when the job allows. This ensures a balanced work environment that meets both professional and personal needs.

Location:

37 Shore, Waterview House, EH6 6QU

Commuting to and from our office is convenient, with excellent public transportation links. Numerous bus routes serve the area, ensuring easy access to other parts of Edinburgh. Additionally, the recently extended tram line reaches Leith and is less than a 5 minute walk to the door of the office, offering a smooth and efficient transit option connecting you directly to the city centre and beyond.

Hours:

Our standard working hours are Monday through Friday, from 9:00 AM to 5:00 PM, totalling 35 hours per week. While we primarily operate within these hours to meet client needs, there may be occasions where out-of-hours work is necessary to fulfil specific client requirements or project deadlines. We are committed to providing the highest level of service and support, even beyond regular working hours when needed.