Description
Currently recruiting for a 2nd line Support Engineer for a key client of ours.
2nd Line Support - 3-6 month contract - £140/day - inside IR-35 - Onsite in Caerphilly
Criteria
- Excellent customer service skills.
- Previous experience in a 2nd Line Support role in a Public Sector environment.
- Provision of onsite and remote support to end users.
- Take ownership of incidents and manage them through to resolution.
- Manage personal call queue in ITSM.
- Ensure that all incidents and service requests are appropriately logged, prioritised, and progressed efficiently and professionally.
- Excellent knowledge of remote desktop support tools.
- Provision of 2nd line support for resolution of incidents and service requests in accordance with SLA guidelines.
- Experience with telephony systems.
- Experience of printers.
- Excellent knowledge of networking.
- Escalation of incidents to 3rd line where necessary.
- Hardware and software fault diagnosis skills and troubleshooting.
- Excellent knowledge of Windows 10 Enterprise user environment and associated technologies.
- Excellent knowledge of Microsoft Office 365 Exchange, One Drive and SharePoint.
- Knowledge and experience of working with Active Directory.
- Familiar with ITIL best practice.
- Familiarisation of working with an ITSM tool. For example: Sunrise
- Perform hands-on fixes at desktop where required.
- Create and maintain technical documentation where appropriate and ensure that assets are correctly recorded.
- Excellent written and verbal communication skills
If the 2nd Line Support role is of interest to you, please apply below.
Thanks!