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Second Line IT Support Engineer

2 months ago

Hoddesdon Hertfordshire, United Kingdom FPSG Full time

My client are seeking a Second Line IT Support Engineer (Contractor) for a minimum of 3 months to join the team at their Hoddesdon site. The role requires handling a wide range of IT issues, requests, and tasks from while collaborating with other IT teams when necessary.

Key Responsibilities:

  • Respond to and resolve Level 1, Level 2, and Level 3 support issues, requests, and tasks.
  • Provide troubleshooting and support for hardware and software, including but not restricted to Microsoft, Windows 10/11, Office 365, and HP/Lenovo hardware.
  • Printer support and maintenance.
  • AV Meeting room support, ensuring smooth operation of audiovisual equipment for meetings.
  • Assist in ad hoc tasks as assigned by IT management, including supporting other IT teams.
  • Document all issues and resolutions with excellent attention to detail, ensuring knowledge transfer and continuity.
  • Maintain a high level of customer satisfaction by focusing on timely and effective solutions.

Required Skills & Attributes:

  • Strong technical understanding of ITSM, Windows 10/11, Office 365, and common IT infrastructure.
  • Knowledge and hands-on experience with HP/Lenovo hardware and printers.
  • Excellent attention to detail and a strong focus on customer service.
  • Ability to work as a self-starter, showing initiative and ownership over tasks.
  • Results-oriented, with a commitment to delivering on targets and resolving issues efficiently.
  • A proven team player who can work collaboratively with colleagues across different teams.
  • Excellent documentation skills to ensure accurate and comprehensive reporting.

Qualifications & Experience:

  • Previous proven experience in a Level 2 IT Service Desk or similar role.
  • Strong knowledge of Microsoft environments.

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