2nd Line IT Administrator – GammaLabs

We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do. A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether. A bit about us Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets. Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region. Who are we looking for? We are looking for a skilled 2nd Line IT Administrator to join our expanding team. In this role, you will handle complex IT issues escalated by the 1st Line Service Desk team, leveraging your technical expertise, problem-solving abilities, and strong customer service skills to provide outstanding support to our internal users. What will you be doing day-to-day? Provide 2nd line support on a wide range of IT related issues including hardware, software, network, and infrastructure issues. Act as a support for the 1st line team to enable them to support the internal users as best they can. Investigate the root cause of incidents, seek out solutions, implement fixes, and document the process to assist 1st line in resolving issues. Communicate with end users in both a technical and non-technical manner, ensuring they are kept fully up to date with the progress of all tickets. Work with IT Engineers and IT infrastructure to escalate and resolve issues. Identify areas for service improvement, process optimization, and enhancement of the overall customer experience. Ensure that all ticket notes are accurate and include relevant detail. User account provisioning and management. Raise purchase orders for replacement kit. May require overnight stays across the UK. Ensure compliance with Gamma policies and processes. Share and document knowledge. What you’ll need A minimum of 2 years’ experience within a 1st line service desk position. A proven history of supporting Windows 10 & 11. A proven ability to multitask and assess urgency based on knowledge and experience. Good working knowledge of Microsoft Active Directory and Group Policy. Able to manage time and work under pressure to tight deadlines. Knowledge of Microsoft Products including Office 365, Active Directory, Exchange, Windows 10 onwards, networking, and connectivity. The ability to provide exceptional service. What do we offer? 25 days PTO + bank holidays. Your birthday off. Private Medical Insurance. Electric Vehicle (EV) scheme. Pension plan. Enhanced maternity and paternity leave. A few things to note You will be required to work from our Manchester office 5 days a week. We do not need agency support; we do all our recruitment in-house. Unfortunately, we can't offer visa sponsorship or relocation support for this role. If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you can create a work-life balance and enjoy working here at Gamma. Please note we only use recruitment agencies registered on our preferred suppliers list, and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.

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