Description
Are you a Desktop Engineer looking for your next exciting contract?
Do you want to join a Global Consultancy on a long term project with one of their top clients within media and entertainment?
If so, this ones for you!
Onsite 100% in Southampton!
The main Skills we need are 2nd line support experience, Windows, and Mac/Apple skill set which is key for this role!
Core capabilities required
- Exceptional customer service and support skills essential.
- Ability to work independently, be a self-starter and own customer issues.
- Experience in deskside support or other user support function.
- In-depth, hands on problem solving' expertise in desktop hardware, operating systems and software packages - including all Apple OSX and the Google Application Suite, Windows 7 and the MS Office suite; indicated by for example MCP level accreditation.
- A good working knowledge of a wide variety of ICT hardware. eg Apple MACS and Windows desktops, laptops, notebooks, Multi-Function Printers (MFP) and other peripheral devices. A good understanding of structured cabling or Wi-Fi connectivity eg Cisco Routers, Switches, Wireless Access Points (WAP) and managed cabling.
- Support for Smartphones, iPads, iPhones etc.
- In-depth, hands on problem solving' expertise in corporate platform and application delivery. eg Citrix client, cloud-based Google Applications.
- Certified Diagnostic Engineer status with a primary manufacturer eg Apple, HP etc.
- Experience of IT operations support in a media, broadcast and/or TV production environment advantageous.
Technical expertise
- Contribute expertise to network issues.
- Work with the on-shore and off-shore infrastructure/service desk teams for problems that affect the desktop, server or network operating systems within SLA.
- Demonstrate overall initiative and an understanding of the client's network and an overview of their business model to ensure efficient and reliable day-to-day operation.
- Other duties as requested by line management as appropriate.
MAIN ACTIVITIES/TASKS:
- Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
- Experience of providing direct end user support with excellent customer service skills
- Working on the client site in a direct client facing support role.
- The role holder would be expected to develop a comprehensive knowledge of the client's technology standards and procedures.
- Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements.
- Ensure outstanding calls are regularly updated to reflect their status.
- On-site interface for key third parties support teams for incident resolution
- Investigate cause and taking responsibility to provide analysis of reported recurring or persistent problems.
- Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
- Identify appropriate solutions to resolve service incidents and requests.
- Assist remote support teams with incident resolution for any onsite devices.
- Update online familiarisation, FAQ' and how to guides and training material.
- Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.
- Support maintenance, updates and enhancements to work instructions
- Participate in an Out of Hours call out rota to provide remote support for users in multiple client locations
- Remotely support priority incidents to other client locations as part of an enhanced priority support channel