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Contract - 2nd Line Support Technician

  • Location:


  • Sector:


  • Job type:


  • Salary:

    £20000 - £23000 per annum

  • Contact:

    Samantha Hayward

  • Contact email:

  • Contact phone:

    +44 (0)121 796 1888

  • Job ref:


  • Published:

    7 months ago

  • Duration:

    6 MONTHS

  • Expiry date:


  • Startdate:


Role: 2nd Line Support Technician
Location: Birmingham
Salary: Based on a salary of £23’000
Type: Contract
Duration: 6 Months
Premier Group are currently engaged with a long-established organization in the Birmingham area, who require 2nd Line Support Technician to join their team on a contract basis of 6 months.
As 2nd Line Support Technician, you will have tickets raised from 1st line when necessary, and you will ensure escalation to 3rd line when needed. You will cover 1st line support staff when absences rise also.
2nd Line Support Technician – Main responsibilities:
  • To provide second line technical support to staff, including volunteers and external contractors. Assisting them with hardware and application problems remotely and face to face.
  • To escalate complex queries to the relevant team member or external support provider for resolution when necessary.
  • To deal with and take ownership of requests from the helpdesk. Ensure an efficient, customer-focused response is provided and high-quality customer service is maintained.
  • To ensure and encourage support requests are logged on the helpdesk system and resolved within SLA.
  • To aid and support to the first line staff when appropriate. Guide, train and advise 1st Line staff where necessary.
  • To process all ICT procedures relating to staff joining, leaving, or moving within the company, e.g., account creation and security access.
  • To be responsible for communicating effectively with third party suppliers to resolve issues and improve SLAs. Logging third line support calls, chasing when needed and acting as the point of escalation.
  • Lead and manage the 1st Line team
  • Carry out one-to-ones with the 1st line team.
  • Ensure discretion and maintain the confidentiality of our users and patient needs and data at all times.
2nd Line Support Technician – Duties:
  • To support the 1st Line team in setting up and installing desktops, laptops, tablets, mobile devices, printers, and other hardware as required for new employees or equipment upgrades.
  • To maintain accurate, and up-to-date records of IT assets on the Asset Register and to carry out spot checks of the database to ensure the rest of the team are updating records correctly.
  • To be responsible for the initial technical support of IT Infrastructure. To make sure that all issues within Infrastructure are resolved in timely manner either by resolving the issues in house, escalating the issue, or utilising the third line support provided by external partners.
  • To manage disaster recovery tests with third party suppliers in line with the Business Continuity Plan, ensuring that all issues are resolved in a timely manner.
  • To be proactive at researching and advising the business of new technologies, providing advice and guidance on best practices and innovation.
If you are an experienced 2nd Line Support Technician looking for a new and exciting role, then please get in touch with Sam Hayward at Premier Group (Birmingham Office)
Not for you? Premier Group offer a referral reward of up to £500 if you can recommend a friend who we successfully place in these roles.