2nd Line Service Desk Technician

On behalf of our client, Nrl Recruitment are looking for a 2nd Line Services Desk Technician for work in the Warrington area.Duration:Initially 6 months, likely to go beyondStart:asapLocation:WarringtonFull Time On Site, no hybrid or remote working.You will need to be able to get BPSS clearance (need to have been in the UK for 3 years)About the OpportunityWe are seeking a dynamic and customer-focused Second-Line IT Support Technician to join our clients team at their UK Head Quarters, situated at Birchwood Park, Warrington. The other location is Theale, near Reading.You will be the local and friendly face of IT, providing essential on-site support to end-users, ensuring smooth and efficient technology operations.This role requires a proactive individual with excellent problem-solving skills, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.Key ResponsibilitiesGeneral End-User IT SupportProvide first-line technical support to end-users via ticketing system, drop-ins, and scheduled Tech BarsDiagnose and resolve hardware and software issues, including device swap-outsDeliver technical training and education to end-users during Tech Bar sessionsProvide VIP support to key stakeholders.Technical TroubleshootingEnd User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)Act as local "hands & eyes" support for second and third-line support colleagues and external partnersAssist with IT security incidentsCollaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)Manage stock inventory of IT equipmentGeneral ticket management, ensuring all tickets are dealt with in a timely and professional mannerService Improvement and Collaboration:Proactively suggest and implement service improvementsParticipate in the Business Relationship Management functionEssential Skills and AttributesExcellent customer service and communication skillsStrong problem-solving and troubleshooting abilitiesA "can-do" attitude and a positive, enthusiastic approachWillingness to undertake funded and self-paced training, to enhance skills & experienceAbility to work independently and as part of a teamProfessional and presentable demeanorAbility to explain technical concepts to non-technical usersAbility to work in a fast paced environmentAbility to work well under pressureA fun and engaging attitudeExperience with IT ticketing systemsBasic networking knowledgeExperience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)Cloud Platform experience, particularly Microsoft AzureStrong Microsoft 365 (inc. Office 365) skills and experienceExperience with Video Conferencing and telephony systems.The NRL Group connect global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer. You can ensure you stay safe when job searching online by visiting the JobsAware website. General End-User IT Support Provide first-line technical support to end-users via ticketing system, drop-ins, and scheduled Tech Bars Diagnose and resolve hardware and software issues, including device swap-outs Deliver technical training and education to end-users during Tech Bar sessions Provide VIP support to key stakeholders. Technical Troubleshooting End User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom) Act as local "hands & eyes" support for second and third-line support colleagues and external partners Assist with IT security incidents Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS) Manage stock inventory of IT equipment General ticket management, ensuring all tickets are dealt with in a timely and professional manner Service Improvement and Collaboration: Proactively suggest and implement service improvements Participate in the Business Relationship Management function Excellent customer service and communication skills Strong problem-solving and troubleshooting abilities A "can-do" attitude and a positive, enthusiastic approach Willingness to undertake funded and self-paced training, to enhance skills & experience Ability to work independently and as part of a team Professional and presentable demeanor Ability to explain technical concepts to non-technical users Ability to work in a fast paced environment Ability to work well under pressure A fun and engaging attitude Experience with IT ticketing systems Basic networking knowledge Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory) Cloud Platform experience, particularly Microsoft Azure Strong Microsoft 365 (inc. Office 365) skills and experience Experience with Video Conferencing and telephony systems.