- Company Name
- Zero Surplus
- Job Title
- IT Support Technician 3rd Line & Field
- Job Description
-
Job title: IT Support Technician 3rd Line & Field
Role Summary: Provide advanced Microsoft desktop and infrastructure support, handling escalated issues, performing on‑site hardware, software, and networking troubleshooting, collaborating with first‑ and second‑line teams, and delivering client training.
Expactations: Reliable, self‑directed, communicative, comfortable driving, positive attitude, works under pressure, disciplined scheduling, collaborative team player.
Key Responsibilities:
- Diagnose and resolve escalated tickets from 1st/2nd line support, focusing on Microsoft Windows, Office 365, Exchange, Azure AD, and networking issues.
- Execute onsite client visits for installation, configuration, repair, and maintenance of hardware, peripherals, and networking equipment.
- Conduct system audits, compile IT environment reports, and suggest upgrades or migrations.
- Deliver onsite and remote training sessions to end users and junior technicians.
- Mentor junior staff and provide guidance on troubleshooting processes.
- Collaborate with cross‑functional teams to meet service‑level agreements and client expectations.
Required Skills:
- Advanced troubleshooting of Windows 10/11/Server, Office 365, Exchange, Azure, VPN, DHCP, DNS, TCP/IP.
- Hardware proficiency: desktop, laptop, server, printer, NIC, cabling.
- Strong communication and customer‑service abilities.
- Documentation and ticketing proficiency (e.g., ServiceNow, Jira).
- Self‑motivated, detail‑oriented, and able to work independently or within a team.
Required Education & Certifications:
- Minimum bachelor’s degree in Computer Science, Information Technology, or equivalent technical experience.
- Microsoft Certified: Modern Desktop Administrator Associate (MD‑101) or equivalent.
- Valid UK driving licence with willingness to travel to client sites.
Cambridge, United kingdom
On site
08-10-2025