Description
2nd Line Deskside Engineer
6 months
Advantage Resourcing are recruiting on behalf of our longstanding client for an on-site Deskside IT Engineer in Durham. The role is required to get involved in troubleshooting and resolving front line issues and queries, logging incidents, service requests, changes and problem tickets in our support platform (Remedy) and escalating where necessary. You'll be ensuring timely resolution of requests in line with Service Level Agreements (SLA) as well as creating/updating training material, quick tip sheets and other documentation.
Role Responsibilities:
- Log or update all IT enquiries that reach you (by phone, email, IM, or in person etc) in the central ticketing system.
- Ensure that tickets are updated daily.
- Provide technical desktop and application support to staff in person on site, or to remote workers as required.
- Undertake technical troubleshooting and research issues with the relevant manufacturers or vendors as required.
- Escalate tickets that require help from other resolvers in order to deliver best practice customer service or to achieve SLA.
- Be involved in both reactive and problem management of customer IT issues in line with ITIL best practices.
- Contribute to Problem Record documents and conference calls as required.
- Comply with the requirements of the Change Management processes. Contribute to Change Request documents and CAB meetings as required.
- Take ownership of work required on site to create and support processes for:
- Incident Management
- Service Request Fulfilment
- Procurement and Licensing
- Asset and configuration management,
- New starter and leaver processes in conjunction with any HR/Facilities requirements.
- Desk or office moves,
- Supervising IT contractors when on site,
- Completing periodic audits (of security, or equipment or for regulatory purposes),
- Hardware or software roll outs or upgrades to individuals,
- Desk side patch management
- Ad hoc project implementations as required by our Professional Services division.
Candidate requirements
- Previous experience working onsite in a 2nd Line Desk Side Support Engineer role.
- Experienced in providing support in person, ideally including VIP
- Certificates in modern Microsoft administration is preferable.
- Comprehensive hardware knowledge including mobile devices.
- Active Directory, Exchange, O365 and Back Up Administration.
- Advanced knowledge of Microsoft office applications
- Experience of network and software patching.
- Strong inter-personal and communication skills, communicating with diverse customers of varying levels of IT experience.