IT Support Specialist

7 days ago

Stevenage, Hertfordshire, United Kingdom Cerco Full time

Cerco is seeking a skilled IT Support Specialist to join our team

Location: Onsite

£110 per day for initial 13 weeks

We are currently looking for a DV cleared IT engineer for an on-site role in a dynamic and esteemed client's organization.

This will initially be a 13-week contract opportunity, that will then go permanent if all parties are satisfied at the conclusion of this period.

Due to the nature of work involved, only applicants holding valid DV clearance may be considered at this time.

This role would ideally suit an individual with some previous Level 1 professional IT support experience and or AV experience, who is looking to take on a new opportunity with tremendous scope for progression.

5-day IT Engineering course available for applicants without professional experience.

Key Responsibilities:

  • Providing 1st line support
  • Receive and log incidents from users
  • Fault Finding/diagnostics
  • Attempt 1st time fix or identify the resolver in order to meet the set SLA's
  • Keeping accurate incident logs and liaising with appropriate teams accordingly
  • Monitor despatched incidents against SLA and initiate escalation process if appropriate
  • Accountable for resolution and escalation process
  • Conduct early morning checks to identify any potential service incidents, i.e. network and room availability. Raise appropriate records to resolve any found incidents.
  • Check Systems to monitor usage of network and IWAN capacity whilst Video Conference sessions are in operation and make adjustments accordingly.
  • Liaison, by phone and email regarding multi-way bookings in accordance with agreed policies.
  • Facilitate ad-hoc/emergency Video Conference requests where participants have requested in advance or are experiencing difficulty connecting, including external companies.
  • Process Video Conference Facility requests in accordance with defined procedures, including booking confirmation procedures.
  • Provide day-to-day Video Conference session support, including programming call and call monitoring, assist in testing links to authorised external companies, monitor usage and availability of equipment in rooms. Liaison with the French/Italian MCU operators where required.
  • Regular reporting of activities and associated admin.
  • Try to ensure best use of Video Conference facilities is used at all times by reviewing participant levels, moving room bookings/times to accommodate other conferences and contact requestors to notify changes. Cancel bookings where necessary.

About You:

  • Active DV Clearence is essential
  • Strong customer liaison skills
  • Decision making, confident in own decisions
  • Demonstrable PC and OS troubleshooting
  • Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
  • Proven IT support experience would be beneficial
  • Experience with Microsoft Applications
  • A good understanding of networks and windows Operating systems
  • Video Conferencing knowledge and ability to triage VC related faults
  • Knowledge of bespoke customer applications desirable

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