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1st/2nd Line Support

Job Type
19 Jul 2022
Role: 1st/2nd Line Support
Location: Birmingham
Salary: £22k
Type: Permanent

Premier Group are currently engaged with a local client within the higher education sector, who require 1st/2nd Line Support to join the team. You will be the friendly face of the IT department, helping both staff and students.

The ideal 1st/2nd Line Support Technician will be able to provide a fast and responsive local IT support service to the college team which is consistent and compliant with IT policies and procedures. To also complete tasks to support the IT team in implementing new technical features.

1st/2nd Line Support - Essential criteria

Highly organised and focused in delivering a fast and high-quality support service
Excellent administrative skills and experience in managing their own work-plan
Good written and verbal communication skills
Good customer facing skills
Experience of supporting Windows 7 and Microsoft office applications
An understanding of TCP IP protocols
Experience with printer management
1st/2nd Line Support - Desirable criteria

1st line or 2nd line experience within a technical role ideally within the HE sector, but not essential
Technical qualifications would be helpful but not essential, full training will be provided
Knowledge of patch management
Knowledge of VOIP phones
Experience of Active Directory and M365 user account management
Experience with supporting Macs
Knowledge of DNS and DHCP management
1st/2nd Line Support - Key Responsibilities

To provide 1st line support to all staff in the respective college and escalate calls where necessary to IT support on other client sites.
To ensure that all infrastructure services including network connectivity, phone and wireless service issues along with core software services are escalated to the relevant parties within a suitable time frame.
To set-up college staff on desk-tops, laptops, phones, MACs
To actively use and review the IT Helpdesk log to ensure that all college issues are logged and prioritised
To manage all college technical assets and to liaise with finance on asset purchase, location and disposal
To liaise with the college business system super-users to deploy systems/software across college users
To perform local IT tasks related to project or service affecting work (eg network line failover procedures)
To maintain local records of user signed IT Policies and Acceptable Usage Policy
To travel to Brighton regularly for team meetings and project meetings
If you have experience with 1st/2nd Line Support and are looking for a new and exciting role then please get in touch with Sam Hayward at Premier Group (Birmingham Office)
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  • Job Reference: 661978973-2
  • Date Posted: 19 July 2022
  • Recruiter: Premier IT
    Premier IT
  • Location: Birmingham
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent