IT Technician (2nd Line Support)

Client Name
Labyrinth IT Solutions
Job Type
Salary & Benefits
£22k - £25k
Closing Date
Friday 29th November 2019

Labyrinth IT Solutions is growing – and to support that growth, we’re looking for an IT Technician to fulfil a 6-month contract in Second Line Support to continue to offer our customers incredible IT support from our Yeovil offices.  There is likely scope for extension on the contract, based on volumes of work.

Who are we?

Labyrinth IT Solutions have been the ‘go to’ IT support business in Yeovil and the surrounding areas, for almost 20 years, servicing businesses, homes and educational establishments with first rate support and a wealth of knowledge and experience.  Our customer retention rate of over 95% demonstrates just how well we understand our customers’ and client’s needs – and now we’re looking for a new member of the team to join our Second Line Support Helpdesk to continue to offer the incredible service we’re known for.

What you’ll be doing.

This is a busy role in a close-knit team, and we’ll be looking to you to utilise your skills and experience to answer and appropriately respond to customer calls.  Subsequently dealing with any issues remotely (using our remote log on software) or escalating the issue to third and fourth line support when necessary.

You’ll have the experience to decide when an issue requires a site visit and ensure this is properly booked and logged with the appropriate teams using our internal booking systems.

Communication is key, and you’ll be able to provide an excellent service for our customers, by keeping them informed every step of the way, and understanding when to involve the wider team by escalating issues.

In addition, you’ll be a part of the call rota system between the team to provide out of hours support to our customers.  This will involve evenings and weekends (1 in 4).

Who you’ll be?

You’ll be an excellent communicator, passionate about doing a great job and delivering a great service.  You’ll be meticulous about documenting and logging audit trails, and you will have had previous experience within a similar role.  You’ll be capable of working within the role relatively autonomously and have the experience to hit the ground running.

From a technical perspective, to be considered for the role you’ll need skills, experience and knowledge in:

  • Microsoft Windows Server (all current versions).  Extensive experience required.
  • Working knowledge of Office 365 and the Microsoft Cloud.
  • Microsoft Exchange on premises (all current versions).
  • Active Directory troubleshooting.
  • Router and firewall configuration and LAN to LAN VPN and WAN.
  • Configuring, installing and troubleshooting of Wi-Fi networks.
  • Working knowledge of both Dell and HP Servers.
  • Microsoft Windows Desktop Clients all current versions.
  • Knowledge of MFA and Network security protocols.
  • Knowledge of managed antivirus software and full disk encryption.

And you’ll need to be happy undertake an advanced DBS check and MOD SC clearance checks.

What’s in it for you?

The opportunity to join a leading IT solutions business, with a reputation for excellence and an incredible customer retention rate, and work alongside a skilled and close knit team of IT experts.  We’re friendly, fun and can offer a flexible working environment for you to grow and continue to expand on your skills by taking on new projects.

The role is initially a 6-month contract – however there will likely be scope to extend this, dependent on future volumes of work.

The starting salary for the role is £22k - £25k (pro-rata and based on experience)

If you’ve got the skills and experience for the role, apply with a CV and a one page covering letter to let us know why you’d be the right fit.

Labyrinth Computers is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people to excel.​