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IT Support Technician (L2)
Dr Logic
London, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
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Key Skills for This Role
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Full Job Posting
Duties and Responsibilities
- Technical Support
- Efficiently manage and prioritise support tickets, ensuring resolutions align with SLA targets
- Adhere strictly to service processes
- Deliver exceptional customer service
- Maintain accurate, comprehensive ticket records and consistently update clients
- Emphasise quality and first-time resolution, avoiding temporary fixes
- Escalate complex issues appropriately, ensuring tickets are detailed for efficient handover
- Persistently work towards solutions, while recognising when escalation is necessary
- Aim to meet daily ticket resolution goals
- Provide on-site support
- Diagnose and resolve technical issues following best practice protocols
- Stay informed about emerging IT trends and technologies
- Team Collaboration and Leadership
- Mentor helpdesk analysts, enhancing team capabilities and encouraging teamwork
- Collaborate with the OL and project teams on change management and documentation
- Identify potential client projects
- Set high standards, demonstrating exemplary conduct and technical proficiency
- Process and Quality Improvement
- Work on refining Dr Logic’s operational processes for better efficiency and service quality
- Analyse trends in ticketing to identify preventive measures and areas for improvement
- Propose enhancements to tools and technologies for improved service delivery
- Client Relationship Management
- Build and maintain strong user relationships through effective communication and technical support
- Maintain client onboarding and offboarding processes
- Monitor and resolve application and operating system updates, security patches, and software vulnerabilities
- Documentation and Knowledge Management
- Regularly update client documentation to accurately reflect system changes
- Collaborate with project engineers to document changes
- Create and maintain a knowledge base for internal and client reference
- Document solutions to common problems to streamline support processes
- Develop training materials based on common issues and solutions
- Organise and participate in knowledge-sharing sessions
Skills and Experience
- Troubleshooting and resolving Apple Mac issues
- Windows Desktop and Windows Server environments
- Device and Identity Management using platforms like Addigy, Jamf, and JumpCloud
- Common third-party software applications in terms of installation, administration and troubleshooting, for example, Adobe Creative Cloud
- Endpoint protection tools
- Setting up, managing, and troubleshooting video conferencing systems
- Setting up and troubleshooting network hardware such as routers, switches, and wireless access points
- Networking concepts including DHCP, DNS, IP addressing, subnetting, and VLANs
- Administration of Microsoft 365 and Google Workspace
- IT Service Management tools such as ServiceNow and Autotask
- Apple Device Support Certification
- Excellent problem-solving skills
- Exceptional communication and interpersonal skills, adept at conveying technical concepts to a non-technical audience in a clear and understandable manner
- Personal Qualities
- Thrives in dynamic, fast-paced work settings
- Strong customer focus, dedicated to meeting and exceeding client expectations
- Collaborative team player
- Self-motivated, capable of working independently and making informed decisions
- Demonstrates practical judgement and proactive initiative
- Possesses a problem-solving mindset
- Approachable and friendly
- Analytical thinker
- Meticulous, with a keen attention to detail
- Skilled in planning and prioritising work efficiently
- Radiates positive energy and drive, inspiring others
- Passionate about technology, with a keen curiosity about industry trends and innovations
- Highly organised, effectively managing and prioritising own workload
- Flexible and adaptable to change
- Strong emotional intelligence
- Eager to learn and grow
- Strong ethical standards, upholding integrity in all aspects of work
- Effective under pressure
- Education
- A Levels or equivalent relevant diploma
- Apple Certifications, such as ACSP
Qualifications
- Troubleshooting and resolving Apple Mac issues
- Windows Desktop and Windows Server environments
- Device and Identity Management using platforms like Addigy, Jamf, and JumpCloud
- Common third-party software applications in terms of installation, administration and troubleshooting, for example, Adobe Creative Cloud
- Endpoint protection tools
- Setting up, managing, and troubleshooting video conferencing systems
- Setting up and troubleshooting network hardware such as routers, switches, and wireless access points
- Networking concepts including DHCP, DNS, IP addressing, subnetting, and VLANs
- Administration of Microsoft 365 and Google Workspace
- IT Service Management tools such as ServiceNow and Autotask
- Apple Device Support Certification
- Excellent problem-solving skills
- Exceptional communication and interpersonal skills, adept at conveying technical concepts to a non-technical audience in a clear and understandable manner
- Personal Qualities
- Thrives in dynamic, fast-paced work settings
- Strong customer focus, dedicated to meeting and exceeding client expectations
- Collaborative team player
- Self-motivated, capable of working independently and making informed decisions
- Demonstrates practical judgement and proactive initiative
- Possesses a problem-solving mindset
- Approachable and friendly
- Analytical thinker
- Meticulous, with a keen attention to detail
- Skilled in planning and prioritising work efficiently
- Radiates positive energy and drive, inspiring others
- Passionate about technology, with a keen curiosity about industry trends and innovations
- Highly organised, effectively managing and prioritising own workload
- Flexible and adaptable to change
- Strong emotional intelligence
- Eager to learn and grow
- Strong ethical standards, upholding integrity in all aspects of work
- Effective under pressure
- Education
- A Levels or equivalent relevant diploma
- Apple Certifications, such as ACSP
About Dr Logic
IT Services & Consulting34 employeesFounded 2003
Private UK Apple-focused managed IT provider delivering IT support, cybersecurity, strategy, and innovation services to businesses.
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