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1st/2nd Line Support Engineer

3 months ago

London, United Kingdom Experis Full time

Job Title: 1st/2nd Line Technical Support Engineer (Contract)

Location: London, Hammersmith

Contract Duration: 2 week short term initial contract, likely to be extended & rolling further

Start Date: ASAP TBC

Rate: £120-£150 per day Inside IR35


Company Overview:


Join a leading global provider of vehicle leasing and fleet management solutions, renowned for delivering innovative and comprehensive services to a diverse clientele. The company specialises in offering tailored mobility solutions and operational efficiency to organisations of all sizes, making them a trusted partner in the automotive and fleet management industry.


Role Overview:


We are seeking a dedicated and skilled 1st/2nd Line Technical Support Engineer to join our dynamic team on a contract basis. In this role, you will be instrumental in providing exceptional technical support and ensuring the smooth operation of IT systems for our client. Your primary focus will be on resolving technical issues, offering troubleshooting expertise, and delivering high-quality customer service to end-users.


Key Responsibilities:


  • Incident Management: Act as the first point of contact for technical support requests, addressing and resolving hardware and software issues efficiently.
  • Technical Troubleshooting: Diagnose and resolve technical problems related to operating systems, applications, and network connectivity.
  • User Support: Provide expert support to end-users via phone, email, and remote desktop tools, ensuring prompt resolution of issues.
  • Escalation Handling: Identify and escalate complex issues to the appropriate 2nd line support teams or specialised technical resources.
  • Documentation: Maintain accurate records of support requests and resolutions in the incident management system, ensuring all documentation is up-to-date and thorough.
  • System Maintenance: Assist in routine maintenance tasks, including software updates and system configurations, to ensure optimal performance and security.
  • Continuous Improvement: Contribute to process improvements by identifying recurring issues and suggesting enhancements to support procedures and documentation.


Key Requirements:


  • Experience: Proven experience in 1st/2nd line technical support or a similar role, with a solid understanding of IT systems, hardware, and software.
  • Technical Skills: Proficiency in troubleshooting operating systems (Windows, macOS), applications (Office 365, antivirus), and basic networking principles (TCP/IP, DNS).
  • Customer Service: Strong communication skills with a customer-focused approach, able to explain technical issues in a clear and user-friendly manner.
  • Problem-Solving: Excellent problem-solving abilities and a proactive attitude towards resolving technical challenges.
  • Team Collaboration: Ability to work effectively as part of a team, with a flexible and collaborative approach to supporting colleagues and end-users.
  • Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are advantageous but not required.


If this is of interest please apply with your latest CV for an immediate review