Level 2 – Helpdesk Technician
Think Cloud is seeking a dedicated and skilled Level 2 Helpdesk Technician to join their dynamic team.
The Level 2 Helpdesk Technician will handle escalated service requests, providing advanced technical support and mentorship to the Helpdesk team. This role requires both excellent technical abilities and exceptional people skills to communicate complex issues in simple terms.
Key Responsibilities
Basic Functions
- Provide IT support for Microsoft’s core business applications, operating systems, Meraki and Ubiquity networking solutions, and vendor-specific hardware (Dell/Dell).
- Offer escalated support for customers’ business applications, cloud/hosted systems, and network infrastructure, liaising with vendors as needed.
- Deliver technical services and support for LAN/WAN connectivity, including managed firewalls, switches, wireless access points, and other devices.
- Support remote access solutions like VPN, Remote Desktop Services, and Windows Virtual Desktop.
- Monitor system alerts and notifications, responding appropriately through service tickets.
- Maintain and review system documentation in the document management platform.
- Communicate with customers and team members about incident progress, upcoming changes, and agreed outages.
- Manage multiple tasks and prioritise workload efficiently.
- Perform onsite work confidently when required.
- Exhibit outstanding time-management and organisational skills to handle various tasks and meet deadlines.
Additional Duties and Responsibilities
- Improve customer service, perception, and satisfaction.
- Ensure fast turnaround of customer requests.
- Collaborate effectively within a team and communicate efficiently.
- Work with the Service Desk Dispatcher to route requests to the appropriate resource for quick resolution.
- Escalate service requests needing engineer-level support.
- Enter time and expenses in ConnectWise as they occur.
- Complete assigned training materials and blueprints on ConnectWise University.
- Log all work as service tickets in ConnectWise.
Experience and Qualifications
Required
- Minimum 3 years of IT Helpdesk experience
- One or more of the following certifications:
- NVQ Level 3 in an IT-related field
- CompTIA Certified A+ or Network+
- Microsoft Certified Professional
- Microsoft 365 MS-900 Fundamentals or SC-900 Security, Compliance, and Identity Fundamentals
- Professional Google Workspace Administrator Certified
Knowledge, Skills, and Abilities
Advanced understanding of:
- Microsoft 365, Windows 10/11 Pro, Windows Server 2016/2018
- Active Directory, NTFS/Share Permissions, DHCP/DNS, TCP/IP, Printing & VPN Connectivity
- General understanding of:
- Google Workspace, MacOS, iOS, Android, VoIP & RDP
- Experience supporting Sage 50 Cloud, Sage Payroll, Autodesk, and other vendor-supported applications
- Strong interpersonal skills, including telephony, communication, active listening, and customer care
- Excellent diagnostic skills for technical issues
- Ability to multi-task and adapt quickly to changes
- Technical awareness to match resources to technical issues appropriately
- Service awareness of all key services provided by the organisation
- Understanding of support tools, techniques, and how technology is used to provide services
- Typing skills for quick and accurate service request entry
- Self-motivated with the ability to work in a fast-moving environment
Benefits
- Company Pension
- 20 Days Holiday plus Bank Holidays and your Birthday Off
- Private Health Care including Dental and Optical Benefits
- Company Laptop
- Company Gatherings & Team Events
Key Info
Employer: Think Cloud
Location: Hull, HU1
Wage: £26,000 – £30,000 per year
Job Type: Permanent
About the Employer
Based in the heart of the digital tech hub in Hull, East Yorkshire, Think Cloud arms and supports businesses with best-in-class tools and strategies, along with award-winning IT Support and cyber security protection.
If you are a skilled IT professional with a passion for delivering exceptional service and support, we invite you to join the team at Think Cloud. Apply today and be a part of their mission to provide outstanding IT solutions and customer satisfaction.