Lead Technical Support Specialist

1 month ago

Cardiff, Cardiff, United Kingdom Yolk Recruitment Ltd Full time

Position: Senior IT Support Engineer / Technical Analyst

Location: Hybrid

Contract Type: Initial Contract

IR35 Status: Inside IR35

Daily Rate: £325 - £350

Yolk Recruitment Ltd is seeking a highly skilled Technical Analyst / Senior IT Support Engineer for an initial contract role with potential for extension.

Key Responsibilities:

  • Troubleshooting Windows 11: Diagnose and resolve issues associated with the Windows 11 upgrade. Provide expert guidance to the team for effective resolution.
  • System Deployment: Manage the deployment of operating systems utilizing tools such as SCCM and Intune Autopilot.
  • Incident Management: Address and resolve complex 3rd line desktop issues, particularly those arising from the Windows 11 transition.
  • Documentation: Develop comprehensive documentation and procedures for troubleshooting and issue resolution.
  • Customer Engagement: Maintain a high standard of customer service throughout all interactions.
  • Compliance: Adhere to all IT governance policies and standards.

Essential Skills:

  • Technical Proficiency: Extensive knowledge in troubleshooting Windows 11 and associated upgrade challenges.
  • Tools Expertise: Proficient in SCCM (System Center Configuration Manager) and Intune Autopilot.
  • Analytical Skills: Strong aptitude for diagnosing and resolving technical issues.
  • Communication: Excellent verbal and written communication skills with a customer-centric approach.
  • Documentation Skills: Ability to produce clear and effective documentation.
  • Adaptability: Willingness to work flexible hours, including evenings or weekends, as required for testing and support.
  • ITIL Understanding: Familiarity with ITIL best practices for service management.

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