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Second Line Liaison Technical Support Analyst

Southend-on-Sea

You will be part of a busy Service Desk Team. The primary function will be to assist Customers with first and second line support issues, with a particular focus on acting as a point of escalation/liaison between the first/second line engineers and the 3rd line support/project engineering team.

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About Method IT

Method IT are a Microsoft Gold Certified Managed Service Provider, based in Southend on Sea. We hold ISO9001, ISO 27001, Cyber Essential Plus, IASME Cyber Assured Level 2 Certification, as well as being a Cyber Essentials Plus and Cyber Assured Certification body. Our clients are based predominantly in the South East, we have a particular focus working with Professional Service companies, such as Legal, Accounting, and Finance.

Reporting to:

You will report to the Service Desk Manager.

Core Skills

Working with a Service Ticket (PSA) System – ideally MSP Centric, problem-solving mentality, working under own initiative, Demonstrable experience of documenting processes and procedures, Understand the importance of adhering to customer-led Service Level Agreements

Technical Skills

  • Windows Server (2012, 2016, 2019 etc)
  • Any exposure to Remote Desktop Services
  • Window 10/11 Pro (Install, Support & Management)
  • Microsoft Office 365 user Management & Maintenance (Account creation, archive, deletion). Application Installation & Support
  • Exchange Online Administration, mailbox Management
  • Microsoft Azure, basic resource administration (server startup/shutdown)
  • Backup Technologies ( for example, Datto, Acronis, Veeam etc.) Backup/Restore tasks, backup Job creation, installation and Management of Anti Virus/EDR Software
  • Print Management, installation, job Management
  • Networking, TCP/IP – config & troubleshooting (DNS etc.) Knowledge of Firewall technologies
  • Telephone Systems, ideally exposure to supporting VOIP Team Phone Systems (e.g. Gamma Horizon, Microsoft Teams etc.)
  • Powershell, basic scripting/automation tasks
  • Remote Support Tools, proven experience of working with Remote Support Tools (Screen Connect, LogMeIn, TeamViewer etc)

Hours

Rotation - Monday to Friday 8:00am – 5:00pm
or Monday – Friday 9:00am – 6:00pm
On call approx. 1 in 8 weeks

Location

The role will be based in our Southend on Sea office

Benefits

  • Company Laptop
  • Company Mobile Phone
  • 20 days Holiday + Public Holidays
  • Pension Scheme
  • Life Insurance
  • Comprehensive Training program
  • Free Fruit
  • Chill Out Zone