2nd Line Technical Support

About Bigfoot Networks:
Bigfoot Networks are a growing Managed IT Services provider in Newcastle upon Tyne, offering end-to-end managed service solutions with a focus on reliability, agility, and innovation. They provide quality solutions and services that allow businesses to make the best use of IT within their available budgets. They offer professionalism on a personal level, building trust with their customers by consistently meeting their expectations. They provide guidance and support no matter the size of the challenge presented. They source and assemble any needed equipment to ensure smooth operations. They value people who genuinely care and whose skills and deep knowledge add genuine value to their customers' businesses.
Location:
You will be based at Bigfoot Networks Gateshead Head Office.
Salary Range:
£25,000 - £30,000 per annum, DOE
Job Summary:
In the role of 2nd Line Technical Support, you will be integral to supporting our managed services clients, addressing their IT needs and challenges. This position involves direct interaction with clients to resolve issues related to hardware, software, network systems, and other IT concerns, ensuring their business operations are maintained with minimal disruption. Your expertise will help maintain the high-quality standards of our IT support services, fostering trust and reliability among our client base.
Key Responsibilities:
Provide high quality desktop, server and cloud platform support
Quickly diagnose and resolve technical issues.
Be the escalation point from 1st line support.
Maintain accurate issue tracking and documentation.
Deliver high-quality customer service and follow-up.
Occasional onsite customer visits may be required.
Requirements:
Proven track record of providing 2nd Line service desk support from a Managed Service Provider background
Strong problem-solving skills and technical knowledge.
Have a strong MSP background providing support to multiple customers
Familiarity with various operating systems and IT fundamentals.
Excellent communication and customer service skills.
Relevant IT or Computer Science qualification preferred.
In depth understanding of the Office 365 platform and security services.
Good level of knowledge of Microsoft 365, Azure VMs, Firewall, Backup and Configuration
Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
Benefits:
Opportunities for professional development and career advancement.
A supportive and collaborative work environment.
28 days Holiday
Plus Birthday off
Regular social events
Free onsite parking at head office
How to Apply:
If you're passionate about providing top-notch IT support and want to make a difference for our managed services clients, we'd love to hear from you. Please submit your application, including a CV and a cover letter to ##### Ensure to mention the job title "2nd Line Technical Support" in your application.
Bigfoot Networks is committed to diversity and inclusion and welcomes applications from all qualified individuals.
Join our team and play a pivotal role in enhancing the IT infrastructure of businesses across the UK with Bigfoot Networks. We look forward to your application!