2nd Line/Level IT Support


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

30th August 2019

Location

London

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Contract

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Our independent private high profile client is urgently searching for an experienced 2nd Line/Level IT Support. You will provide a front-line technology relationship with staff on various technical issues and needs relating to hardware, software, peripherals and services.

As a 2nd Line/Level IT Support you will be expected to be customer service-oriented, focused on being proactive in anticipating and resolving technology issues and requirements staff may experience within our client office and/or using the technology services provided by Digital technology, while maximizing efficient use of computing resources.

Please Note - This is a Level 2 support role in a typical IT support infrastructure. The number of Client Services Analyst roles will be based on the number staff in a region, also taking into consideration geographic locations and language differences.

You Must Have:

* At least 3 years of experience assisting clients with their technology related needs,

* Monitors application systems, notes problems, identifies performance trends and takes corrective action within scope of agreed procedures

* Monitors progress of requests for support, keeps all parties informed and takes action to minimise delays

* involved in small projects,

* generalist of desktop technologies

Main Duties (but limited to):

* Act as client liaison for all DT related asks from staff. First line of engagement with staff to understand and address their issues and needs as it pertains to desktop issues (Windows, Office365, etc.) and infrastructure (compute, storage, network, cloud services, enterprise systems, cybersecurity, etc.) and engage and escalate to other DT teams as needed

* Follow and abide by ITIL/Service Management policies and procedures for Change Mgmt., Problem Mgmt., Config Mgmt., Knowledge Mgmt., Request Fulfillment, etc. as outlined by the Live Services team.

* Assist the Software Asset Management team to maintain applications (license management and version control).

* Assist in office and Project office technology needs - installs, moves, changes, etc. that involve staff requirements and infrastructure needs in conjunction with other DT service teams.

* Problem solve to diagnose, evaluate and resolve complex problem situations associated with hardware (PCs, MACs, mobile, etc.), software (IT and Technical), and services (video conferencing, remote access, etc.,) used by staff; determine the source of problems and classify their level, priority and nature. When appropriate, escalate or route them to appropriate DT staff members.

* Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

* Respond to, document and resolve service tickets in a timely manner according to an agreed service level.

* Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

* Assist in all communication and training needs for technology solutions being introduced into an office by DT.

Technology:

* Personal Computing

* Windows 10 Troubleshooting

* Understanding of TCP/IP Networking

* Knowledge and experience of using Microsoft SCCM

* Active Directory Administration

* Mobile Computing as outlined by office / regional policy.

* Microsoft Windows Operating System, Macintosh OSx (limited).

* Microsoft Office 365 and associated services

* Video Conferencing hardware / software based on global standards.

* Office Printers / Copiers as outlined by office / regional policy.

Requirements and skills

* An Associate Degree or equivalent Technical Certification(s) in Information Technology and prior experience working in a professional services organization

* 1 to 3 years' experience working in a regional / global organization providing desktop support services in a Microsoft environment (i.e. Windows, Active Directory, Office 365, Outlook, Skype for Business, OneDrive, Anti-virus, Remote Access, etc.)

* Familiarity to technical software solutions from Autodesk, Bentley, Trimble, etc. are a plus

* Familiarity to software solutions from Adobe, Bluebeam, Cisco, Symantec, etc. are a plus

* Familiarity with IOS and Android mobile devices and Mobile Device Management tools

* Experience using a Ticketing system like ServiceNow

* Collaborative, consultative and effective in a consensus-based decision-making culture.

* High energy, motivated, open-minded and willing to embrace innovation and new technology

* Excellent written and verbal communication skills; communicating to all levels within an organization

* Be a self-starter who takes initiative to work and develop holistic solutions

* Continually exercises critical thought and judgment to determine the most appropriate action

* Strong interpersonal skills and the ability to develop and maintain relationships with representatives from various organizational offices and levels.

* Track record of success in team environments.

* Strong attention to details.

Should you have the right skills and experience please do apply now with view for us to speak later on.

Spring Technology 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.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement

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