2ND LINE SUPPORT - 2nd LineThis role will be working within a fast-growing Operations team, who look after Technical Support of our existing customer base, as well as implementing projects and solutions for new prospects.This role would suit a passionate individual who is looking to gain experience working with many different types of exciting technologies. In-house training is provided and is complemented, by agreement, with official industry programs.Responsibilities 1ST/2ND LINE SUPPORT:• Answering phone calls and managing open tickets alongside the 1st line team• Assisting the 2nd line team with escalations and providing support remotely• Assisting with reporting on KPIs for the service desk team• Managing open tickets within SLA, and maintaining ownership• Working closely with team members, customers, and suppliers to resolve issues and manage expectations.• Creating/Updating/Reviewing Knowledge Base Articles• On-call shift rota, and occasional evening/weekend work (scheduled overtime)The successful candidate should have:• A minimum of 1 year s 1st/2nd line helpdesk experience, ideally at a Managed Service Provider• Excellent customer service and communication skills• Full clean UK Driving license.• Ability to prioritise tasks on a busy and fast paced Service Desk• Ability to work in a team and with minimal supervision.Technical skills (training will be provided for any gaps in knowledge):• Microsoft 365:o Exchange/SharePoint Onlineo Outlook/Teamso Endpoint MDM• ..... full job details .....