Description
REQUIRED: 2ND LINE SUPPORT ENGINEER - DV CLEARED
LOCATION: LYMPSTONE
CONTRACT DURATION: 3 MONTHS INITIALLY
INSIDE IR35
The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.
* Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products/systems (eg Microsoft products, operating systems, networks, applications, PCS).
* Business Awareness. Develops an understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
* Process. Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
* Problem Solving. Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
* Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
* Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
* Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.
Key Performance Indicators
* Technical Assessments.
* Evidence of sharing and re-use of knowledge.
* Correct management of processes followed to deliver service.
* Improvement/enhancements to service delivery.
* Known errors with workarounds or fixes loaded in knowledge database.
* Percentage of customer problems resolved within required timescales.
* Meets service level requirements.
* Feedback from colleagues, manager and customers
* Contribution to service improvements.
* Up to date personal learning plan.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award, that any business can receive, won in consecutive years, The Queens Award for Enterprise: International Trade;