Our client is currently recruiting for a 2nd line Support Technician to join their IT Operations Team. The 2nd line Support Technician will be responsible for resolving tickets to a 2nd line level and being a point of escalation for 1st line.Key Responsibilities for the 2nd Line Support TechnicianProviding support to help users solve technical issues with their computers, both hardware and software and ensuring support requests are handled in an effective and efficient mannerLiaising directly with end users to resolve any problems, as directed by the System Support Manager to maximise user satisfaction with the resolution of incidentsWorking within a team to triage problems and either work on them directly, escalate to another Engineer, or direct to another teamLogging technical support requests over the telephone or by emailUsing remote control tools and technologies to assist end users as requiredAdhering to the Service Level Agreement provided to the BusinessKey Experience for the 2nd Line Support TechnicianPrevious experience in an IT support-related roleExperience troubleshooting software (Windows 10 and 11), networks (wired and Wi-Fi) and fault diagnosis of hardwareKnowledge of Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint) is essential with experience of Microsoft 365 (deployment, troubleshooting, Mail Flow Analysis, etc)Experience administrating Entra ID (Azure ID) and Active Directory, including Group Policy management and assignment Please apply as direc