2nd Line IT Administrator - GammaLabs

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.

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.

Please Note: This role is 100% office based - M40 5BP

• To 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 then document the process to be able to assist 1st line to resolve issues.
• Communicate with end users in both a technical and non-technical manner including ensuring they are kept fully up to date with the progress of all tickets.
• Work with IT Engineers and IT infrastructure to elevate and resolve issues.
• Identify areas for service improvement, process optimization and improvement to 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 regarding Gamma policies and processes.
• Share and document knowledge.

• 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 be able to make assessments of urgency based on knowledge and experience.
• Good working knowledge of Microsoft Active Directory and Group policy.
• Ability to manage time and work under pressure to tight deadlines.
• Knowledge of Microsoft Products including Office 365, Active Directory and Exchange, Windows 10 onwards, networking and connectivity.
• The ability to provide exceptional service.

• 25 days PTO + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave

• 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.