Senior 2nd line Support


Premium Job From Michael Page

Recruiter

Michael Page

Listed on

1st October 2021

Location

Reading

Salary/Rate

£24500 - £32000

Type

Permanent

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

The Senior Support Technician helps people to live the life they choose by directly enabling employees and volunteers who need the support of Assistive Technology to use IS equipment and systems to effectively perform their work.The role will require supporting and mentoring other support functions within IS to promote and integrate accessibility tools.Client DetailsA UK Based charity that empowers partially sighted and blind peopleDescription· Act as lead technical authority on all assistive technology providing technical leadership across all directorates.· Act as the escalation point for assistive technology support calls, supporting the central support and assistive technology technicians.· Deal with assistive technology queries requiring solutions within a structured service delivery framework. Consult with the Service Desk Team Lead and other Support Technicians as required. Take a key role in ensuring IS customer satisfaction.· Identify and implement IS and assistive technology process and procedure improvements that improve IS services.· Champion accessibility and assistive technology within IS.· Act as Senior Technical representative for the assistive technology and the Service desk.· Develop, coach and mentor the Support Technicians with an emphasis on Assistive Technology.· Responsible for root-cause analysis of Assistive Technology related issues and conflicts.· Provide specialist technical advice and support to all users across all sites and remote working in relation to Incidents, Service Requests and Call Management.· Provide a senior technical position within IS Operations, ensuring a high degree of communication, problem solving, process management and technical knowledge combined with a strong customer service focus.· Monitor and respond to logged incidents within the call management system.· Analyse, troubleshoot, build, configure and install PC based hardware, operating systems, apps and assistive technology tools.· Proactively identify, evaluate, recommend and implement new products and accessibility tools.· Implement technical solutions and improvements to user capability and self-sufficiency in technology and applications across many sites and Home Workers including blind and partially sighted users.· Manage incidents and problems.· My Client is a learning organisation and are committed to fostering a positive climate for continuous learning. We expect all our people to demonstrate commitment and actively participate in continuous professional development (CPD).Profile Essential· Proven and demonstratable experience gained in IT technical service environment with positively delivered outcomes.· In-depth experience of supporting the Microsoft modern workplace technology stack including but not limited to: Windows 10, Microsoft Office 365, Azure Active Directory, SharePoint, MFA for both office and remote based staff.· Acting as the senior technical representative within an IS support team, providing an escalation point for Support Technicians.· Working in high pressured environments with users who may be stressed.· Effectively managing customer expectations.· Providing assessments and evaluations of a wide range of hardware and software.· Hardware and software troubleshooting of PC compatible computers and within a networked environment including VPN and remote access.· Proven awareness and knowledge of networking principles and practices i.e. TCP/IP, DNS· Proven troubleshooting experience within an enterprise networked environment including remote access i.e. VPN· In depth understanding of the core Microsoft technology stack including but not limited to Windows 10 and Office 365· Experience supporting and administering accounts using 365 admin consoles and Active Directory· Supporting collaboration tools including Skype for Business Enterprise, Teams and Zoom.· Broad experience of supporting and troubleshooting PC, Mac, iOS and Android hardware and software.· Troubleshooting WiFi and LAN technologies.· IT related certification: Microsoft Modern Desktop certification, CompTIA, ITIL Foundation qualification or demonstrable relevant equivalent experience in a senior IT support role. Desirable· Microsoft Modern Desktop Administration Associate certification· Experience of supporting accessibility technology tools including Microsoft accessibility features and 3rd party accessibility software i.e. Jaws, Zoomtext, Dragon· Experience of modern workplace management and deployment technologies i.e. Autopilot, Microsoft End Point Manager· TopDesk call management systemJob OfferThis is a great opportunity to step into a fantastic role within the charity sector, great for someone who is looking for there next step up to a team lead and is looking for a long term career.

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