Are you an experienced IT professional looking to take the next step in your career with a dynamic, innovative company? This is your opportunity to join a team where your expertise and ideas will have a real impact, in a role that combines advanced technical challenges with excellent growth potential.
As a Level 2 Technical Support Agent, you’ll play a pivotal role in providing advanced technical assistance, mentoring team members, and ensuring seamless support for all end users.
What’s on offer :
- Hybrid Work Model: Enjoy the balance of working both remotely and in a modern office environment.
- Professional Growth: Take advantage of career progression opportunities, mentorship, and training to expand your skills.
- High-Impact Role: Collaborate directly with cross-functional teams and contribute to improving systems and processes.
- Comprehensive Benefits:
- Market-leading salary
- Discretionary annual bonus scheme
- 25 days annual leave
- Pension scheme
- TaxSaver and Bike to Work schemes
- Private healthcare
- Full gym membership and wellness programs
Duties involved:
- Provide Tier 2 technical support, troubleshooting escalated issues and working closely with Tier 1 agents and other teams to ensure efficient resolution.
- Act as a Subject Matter Expert (SME) for key applications and technologies, sharing your expertise across the team.
- Mentor and train Tier 1 support agents to enhance their skills and knowledge.
- Collaborate with Infrastructure, Security, and Product teams to address recurring issues and improve system quality.
- Create and maintain detailed documentation to enrich the team’s knowledge base.
- Engage directly with customers when needed, ensuring high satisfaction levels through exceptional service.
- Analyse support trends to identify areas for improvement and optimize performance.
In order to be considered, you will have 3–5 years of experience in technical support, with at least 2 years in a Tier 2 or SME role. Our client is looking for someone who is proficient in troubleshooting and supporting Microsoft Windows 10 & 11, MacOS, M365, Microsoft Office, SharePoint, MS Teams, OneDrive, Active Directory, Azure, and MS Intune, as well as computer hardware and networking systems.
Your communication skills are excellent, allowing you to build rapport with users and explain technical concepts to non-technical stakeholders effectively. You possess strong analytical and problem-solving abilities.
You hold a bachelor’s degree in IT or a related field, or equivalent work experience.
Please apply today to Sarah Friel for a full job description