Second Line IT Support Technician

- Answer incoming calls to Service Desk, logging and actioning end-user service requests in PSA system - Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations - Provide timely updates on tickets to end-users via telephone, email, and PSA systems such as Autotask - Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols - Respond to escalations from First Line Engineers by offering support and technical advice - Install, maintain, and troubleshoot client hardware and software in accordance with company standards - Set up new devices for our client base, both Windows and Mac - Maintain and update accurate client site documentation via IT Glue - Comply with companys Information Security policies and procedures - Propose improvements to client systems and services - Manage time efficiently and plan the day accordingly - Keep up to date with new technologies adopted by Netteam and our client base - Improve technical knowledge through company training and self-study - Provide out-of-hours support to our clients on a rota basis