Our client values these core traits that shape its culture and teamwork: Optimism, Passion, Adaptability, Humility, Fun, Ownership, Curiosity, Urgency, and Simplicity. They are creating cloud-based tax compliance solutions to manage transactions globally. They are currently seeking a highly motivated, experience 2nd Line support to join the team. The team are composed of enthusiastic and driven individuals, who work together to solve IT challenges and provide comprehensive technology support.
The ideal candidate will effectively solve complex IT issues while knowing when to escalate. They will enhance the employee experience through passion, dedication, attention to detail, and strong communication skills, ensuring timely incident resolution and request fulfilment. This individual will mentor junior technicians, contribute to continuous improvement, and maintain strong relationships with users and the team. If you are passionate about helping others and thrive in a collaborative environment, this role is for you.
Responsibilities/Duties
- The 2nd Line support I coordinates, diagnoses, and troubleshoots internal employee issues with technology.
- Provide escalation-based support services to employees with complex technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees working remotely.
- Provide timely resolution of problems or escalations on behalf of customers to appropriate technical personnel
- Provide case status updates to management and end-users.
- Supports and maintains effective relationships with users
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
- Responsible for supporting end-user technologies for Avalara users as well as providing onsite support for our offices
- The position supports all company standard systems, applications and software; including, but not limited to: Microsoft Windows**,** Apple OS**,** Okta**,** Slack, Microsoft Office 365, Google Drive**,** VPN**,** RingCentral VOIP Software**,** Printers, MFP and Fax devices**,** Zoom Conferencing technologies (Neat), In Office Support
- Receives requests and issue escalations through the IT ticketing system, via email, Slack, or phone for assistance on complex computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains Tier 1 techs in resolving problems and creates knowledge articles for internal and customer self-service use.
- Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves/relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 11, Apple OS) for laptops/desktops; manage hardware and software asset lists
- Ensures quality customer service to Avalara staff; designs processes to improve the support experience and levels of self-service, ensures proper and accurate feedback on technical problems; coordinates communication between user and other IT staff / groups;
- Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs; identifies trends and looks for efficiencies that can be built into processes and self-service offerings
- Escalates advanced technical issues, identifies problems impacting Avalara end users, and works with system owners to resolve these issues
- Ensures conformance with established IT and company policies and procedures; drives improvements in workflow, procedures, and processes; and provides on-call escalation support for advanced issues
- Provide technical on site support to our employees in our local office. Ensure standards are met throughout our office, including keeping storage rooms tidy, processing laptops and hardware, resolving issues with meeting rooms and other devices.
Experience/Qualifications
Essential:
- Bachelor's degree with 2+ years of help desk / service desk experience / advanced technical degree / equivalent work experience
- Excellent customer service, communication, and people skills
- Willingness to learn, develop, and contribute to a fun, fast-paced environment
- Self-starter that brings both interpersonal skills and creative problem-solving skills
- Demonstrated troubleshooting abilities on Windows and Mac operating systems
- A+, Microsoft, or HDI certifications
- Demonstrated knowledge of networking and hardware standards
- Solid understanding of security concepts, principles and practices
- Experience providing technical support at a fast-paced global company
- PowerShell scripting experience
Preferred:
- System administration
- ServiceNow experience
- Office365 administrative experience
- Ability to develop, write, and edit SOPs
- Knowledge of domain management applications or MDM technologies
- Demonstrated knowledge of networking and hardware standards
- Experience providing technical support at a fast-paced global company
If you are interested in this excellent career opportunity or would like to know more, contact Jamie Woodward at Clearline recruitment,
Job Title: 2ND Line Support
Salary: £30,000 - £35,000 per annum
Location: Brighton (Hybrid)
Full Time: Monday - Friday