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1st / 2nd Line IT Support

Reference: 21200





Job Type


Date Posted

28 June, 2023

Position Description:

In this pivotal role, you will be responsible for establishing and nurturing strong relationships with our valued clients, while ensuring their IT Managed Service needs are met and exceeded. Working closely with the Project Team and Service Desk Managers, you will align our services with client expectations, delivering exceptional customer excellence that aligns with our overarching vision for IT Managed Service Solutions.

Key Qualifications and Experience:

Your role will encompass a range of responsibilities, including prompt and professional handling of all system and ticket requests, including incidents, in line with our business Key Performance Indicators. As a crucial liaison between our Managed Services Support team and Project Management team, you will provide comprehensive support for software and business applications, as well as additional support ticket requests. Your experience in project management, client engagement, and project pipeline management will be invaluable, as you demonstrate solutions to potential and existing clients, ensuring their needs are thoroughly understood and catered to.

As part of your role, you will:

  • Configure and administer SaaS-based systems, including Microsoft 365 and Azure, with meticulous attention to detail.
  • Provide client end user training to facilitate seamless adoption and utilization of our services.
  • Facilitate data migration and import processes, delivering end user training, live operation support, and post-live reviews, including ongoing technical assistance.
  • Coordinate and execute software upgrades for clients, providing consultancy and training support.
  • Identify opportunities for added value within the customer platform, leveraging your expertise to optimize their experience.
  • Act as the escalation point for our first-line support team, addressing customer inquiries via phone and email in a timely and professional manner.
  • Utilize your technical knowledge to identify and support the implementation of effective solutions, sharing your insights and expertise with the support team.
  • Undertake medium-sized project scoping, planning, and delivery based on client expectations and requirements.

To succeed in this role, you should possess:

  • Proficiency in email administration, security, and backups.
  • Experience working with cloud platforms such as Azure.
  • The ability to diagnose and troubleshoot hardware and software issues, offering technical guidance and support to customers.
  • The capacity to escalate complex issues to senior technicians or relevant departments when necessary.
  • Strong documentation skills, ensuring all customer interactions and resolutions are accurately recorded in the support ticketing system.
  • Collaborative spirit, collaborating with cross-functional teams to resolve customer problems and ensure utmost satisfaction.
  • A proactive approach to staying updated on the latest product updates, technologies, and industry trends, enabling you to provide accurate and relevant support.
  • Confidence and strong interpersonal skills to build rapport and instill confidence with clients.
  • Effective communication abilities to articulate technical issues to both technical and non-technical individuals.
  • Enthusiasm and motivation for self-education, constantly seeking to expand your knowledge base.
  • Strong problem-solving and analytical skills, enabling you to find innovative solutions.
  • A responsible, thorough approach with excellent attention to detail and adherence to deadlines.
  • UK residency and work eligibility.
  • Possession of a clean driving license.

Essential Requirements:

  • To be considered for this position, you must have:
  • A minimum of 3 years of experience working in a fast-paced IT customer support environment.
  • Experience in the administration and support of Windows operating systems.
  • Proficiency in administering a variety of SaaS solutions, such as Microsoft 365 and Azure.
  • Understanding of CRM or ERP-based programs and knowledge of supporting business processes.
  • Strong skills across Microsoft and Sage platforms, including Office 365, SharePoint, Document and Record Management, PowerAutomate, Power BI, and Power Apps.
  • Expertise in Azure, Windows Server, Microsoft Exchange, Remote Desktop Services, Microsoft O365 (including hybrid configurations), Cloud Hosted Server and Desktop, Storage Area Networking, advanced firewall, and AV.

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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