Service Desk

**Salary**: Market related
**Reference**: 028/04/22
**Service Desk - 2nd Line Support Engineer**

**Competetive Salary plus On Call Payment**

**About Us**

City & County Healthcare Group is a family of care companies delivering domiciliary care, extra care, complex care and live-in care services across the UK. As an industry leader, we’re bound by a common set of values and principles in providing flexible,community-based care support of the highest standard that actively promotes the independence, dignity and choice for our clients and customers while promoting staff support and development.

**The Role**

We are currently looking for a passionate and dedicated 2nd Line Support Engineer to join our IT Services Team in Altrincham a full-time basis.

This role will be working as part of an IT Team of technicians dealing with escalated second line incidents and requests, that will be received and logged through our 1st line support function. Responsible for ensuring all tickets are dealt with from beingreceived to resolution with a focus on excellent customer service and quality. Responsible for supporting a wide range of end users from all levels in the organization. The primary purpose of the role is to ensure continued Service Delivery by appropriatelymanaging the tickets assigned and ensuring a timely and professional resolution within KPI’s.

**Duties & Responsibilities**

Including, but not limited to:

- 2nd Line IT Engineer
- Review Incidents and Requests allocated to the IT Team within service level agreements.
- Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail.
- Provide support to 1st line Technical functions.
- Ensure tickets are proactively managed and updated throughout the day.
- Ensure service users receive updates as per the SLA,
- Ensure major incidents are escalated to the correct internal and external support teams where required within a timely manner.
- Previous 2nd line experience in an IT Service’s Environment
- A minimum of 3 years' experience in I.T.
- Proven analytical and problem-solving abilities
- Experience of working with and managing issues logged with 3rd party suppliers and vendors
- Knowledge in the troubleshooting and support of laptop and desktop hardware (Dell and HP), mobile devices, thin client terminals and varied printing devices.
- Knowledge of Office 365 support including licencing models, endpoint management and Azure administration.
- Knowledge of Active Directory, on premise and azure.
- Strong knowledge of Microsoft based operating systems (Windows 10 and 11)
- Desktop security management - Sophos Endpoint Management,
- Must possess at least 1 x IT certification including CompTIA or equivalent.

This is a full time permanent position in Altrincham with a fantastic company that encourages staff to reach their full potential. Continuous training and support will be provided, and you will have a fantastic Senior Management Team to work alongside togrow the business and support your own career development.

City and County Healthcare Group is an equal opportunities employer.