2nd Line Support Engineer

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2nd Line Support Engineer

London

£28,000 - £32,000

Windows | Active Directory | MS Office | Desktop | Network | Hardware

One of the leading British institutes based in London is currently recruiting for a 2nd line support engineer. The successful 2nd line engineer will join the IT technical team and be responsible for in monitoring the performance of the computers and network equipment that comprises of the infrastructure. Alongside this the engineer will quickly restore service whenever IT systems have failed and analyse any deep-rooted problems that have caused failures.

Main Activities/Responsibilities

*Respond to and resolve incidents and service requests assigned to you by the IS Service Desk so that the service levels in our IS Service Catalogue are met.

*Diagnose and resolve problems identified in the IT infrastructure, including desktop equipment, servers and network cabling and data switches.

*Configure and deploy new IT equipment to meet the standards described in the Service Configuration Knowledge-base and other documentation.

*Responsible for onsite stock management of IT equipment enabling continuity of service.

*Observe the change-control procedures.

*Comply with IT Security Policies in your own work and monitor the configuration of equipment and the behaviour of users for possible breaches of IT security.

*Responsible for ensuring that the physical environments in which technology is housed onsite - data centres, data closets, workshops and store rooms - are clean and are kept in an orderly fashion.

*Lead IT engineer onsite for business contact and escalation of IT incidents and requests.

*Responsible for providing current onsite incident and request oversight, enabling better 'site specific' service provisioning.

Person Specification

*Experience of providing an IT technical support service within a large and dispersed organisation.

*Understanding of the following ITIL processes: Service Request Management and Incident Management.

*A methodical approach to problem solving.

*In-depth knowledge of Microsoft, Windows 10, Office 365 and Active Directory.

*Thorough knowledge of PC and printer hardware and experience of fitting components, e.g. network cards, disk drives and so forth.

*Good knowledge of: Apple Mac and OSX, TCP/IP, network equipment (including firewalls, routers, and switches), Windows Server 2008/2008 R2/2012/2016, Citrix Zenapp 6.5

*Experience of supporting mobile/smart and fixed telephones and tablets.

*Experience of using SCCM 2012, Current Branch and Intune

*Commitment to a high standard of customer service.

*IT Infrastructure Library (ITIL) v3 Foundation accreditation.

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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