2nd Line Support

Why? Growing, established, reputable IT Consultancy

Tech - PowerShell, XML

Location - Warrington office - hybrid (must live within 45 minute commute)

Salary - Dependent on experience

We are working with an IT Consultancy who provide IT infrastructure and Cloud solutions to businesses across the UK. They are committed to using industry best practice for IT service management, security, and support in line with ITIL and ISO standards. They have a loyal and growing customer base that rate their exceptional service, support, and knowledge.

As a 2nd Line Technical Support Consultant, you will be response for supporting and developing the monitoring platforms and bespoke PowerShell scripts. You will deliver high-quality technical expertise and ensure incidents/service requests are managed efficiently to resolution. You will provide excellent customer service whilst supporting customers' IT infrastructure. You'll be part of a collaborative team whilst also have the opportunity for training and development for your career.

2nd Line Support - Responsibilities

• Maintain existing monitoring systems and bespoke scripts
• Innovate and extend our monitoring and automation systems as the business grows
• Perform 2nd line diagnosis, troubleshooting and resolution of technical issues
• Respond to customer support calls by providing regular updates and expectations throughout the resolution
• Manage approved change requests
• Accurately document incidents, resolutions, changes and customer communication
• Share knowledge and collaborate with colleagues

2nd Line Support - Requirements

• Strong commercial experience with Microsoft Powershell
• Familiarity with XML files and interrogating systems via API’s
• Documentation of bespoke systems
• Excellent written and verbal English
• Strong analytical, problem-solving and troubleshooting skills with a methodical approach
• Excellent customer service, communication and interpersonal skills
• A proactive attitude with a genuine enthusiasm for learning new technologies and developing technical expertise
• Desirable - knowledge of Microsoft Windows Server (2016-2025) Microsoft SQL Server (2016+), and\or Microsoft Hyper-V
• Desirable - knowledge of SNMP
• Desirable - experience of Nutanix and Linux environments.
• Familiarity with ITIL service management principles and working within SLA-driven environments.

For more information, please contact Katie at Matched Group.

2nd Line Support / Technical Support / IT Support / Technical Consultant / PowerShell