2nd Line Support Engineer


Premium Job From Experis IT

Recruiter

Experis IT

Listed on

22nd March 2018

Location

Newcastle Upon Tyne

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.

2nd Line Support Engineer

220pd

6 months

Newcastle

This role provides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technical support to multiple accounts. The role will require a flexible working ethic and a pragmatic approach to IT Support, they will have first/second line support background, and have good customer service and communication skills along with methodical troubleshooting techniques.

* The group are responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/XP/7.

* You will provide telephone technical support to end users, on-site engineers and implementation teams where required.

* The team will investigate, diagnose and resolve incidents/problems experienced by customers where incidents are raised by the Call centre:

Typical issue encountered are;

* Desktop/thin client hardware and software issues.

* Laptop hardware and software issues.

* WiFi, 3G, laptop, tablet configuration support.

* Peripherals such as scanning devices and removable mass storage units.

* Using Active Directory to troubleshoot and resolve customer incidents.

* Using various Citrix tooling related to user sessions.

* Solving software delivery issues encountered by customer. This involves using HPCA/SCCM console to resolve SMS/HPCA faults/redeliver software.

* Apply knowledge base fixes to resolve a myriad of incidents.

* Update, maintain and administer Knowledge base.

* Bespoke software configuration, knowledge and implementation.

* DHCP, DNS desktop support administration.

* Known problem linking and workaround fixes.

Essential Knowledge and Skills Required:

* Windows 7 embedded

* Active Directory

* DNS

* DHCP

* Windows Server 2003 and Windows Server 2008R2 Enterprise

* Solid understanding of technologies/hardware supported

* General understanding of related technologies

* Customer Service

* Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve - with progress towards SC.

Desirable skills and knowledge/certifications

* Citrix Xenapp 5 and Citrix Xenapp 6.5 end user support

* Any Microsoft/Citrix/VMWare certification

* Appsense Management

* ThinPrint Management

* Other virtualization solutions, e.g. VMware

* Windows 8/8.1/10

* HPCA

* App-V

* Networking

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