Description
My Bristol based client is currently recruiting for an Secuirty Cleared 2nd Line Support Engineer to join the Team for a 12-month contract.
Role: 2nd Line Support Engineer
Location: Bristol
Rate: £17.55 per hour (umbrella)
Start: ASAP
Duration: 12 months
Key Deliverables/Responsibilities
. General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
. Management of all 2nd line incidents and requests assigned to their queue in Service Now
. Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
. Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
. Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
. Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
. Support the set-up of new offices, sites or projects across the local region
. Support the Senior Desk Side and Technology Support Engineer
. Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
. Develop, review and improve processes to maximize efficiencies within the team
. Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
. Ability to deliver training to audiences across the local region
. Support and adhere to processes outlined in the Business Management System
. Provide weekly/daily reports/time reporting and updates on current issues
. Ability to communicate at all levels within the company
Experience Required
. Considerable experience of IT Service Management principles and processes
. Security Clearance
. High level of proficiency and knowledge of working in a Corporate IT environment
. Experience of working to (and exceeding) Service Level Agreements
. Broad technical understanding of IS services being supported
. Ability to learn, understand, and apply new technologies.
. Strong business focus and customer service skills
. Working knowledge of database/excel structures/tables/configurations
. Proven experience of data analysis and good numeracy, analytical and reporting skills
. A valid driving license is essential as travel will be required to other Atkins offices
. Travel expected to other offices
Qualifications:
Certification from Microsoft
. ITIL V4 Foundation Qualification
. Working knowledge of Service Now
If you are interested in this role and would like to find out more information, please apply with your CV ASAP.