Sc Cleared 2nd Line Support

1 week ago

Reading, United Kingdom Global Technology Solutions Ltd Full time

sc cleared Second Line support Engineer
Hybrid working, 1 in 3 weeks on site the rest can be at worked home.
Main responsibilities:
We are looking for customer-focused and enthusiastic 2nd line software support engineer with a genuine interest in solving people's IT issues. The applicant should be technically competent, possess good written and verbal communication skills and be willingto collaborate with the wider IT support teams.
The 2nd line team are expected to resolve a wide variety of desktop software issues and requests, while minimizing disruption to our users.
DETAILED JOB DESCRIPTION:

- An excellent knowledge of Microsoft Operating Systems, including configuration, management and troubleshooting
- Supporting our Virtual tech bar by appointment
- The ability to troubleshoot and configure Microsoft Office Suites including Visio, Project and Access
- Endpoint encryption
- Demonstrate the ability to methodically work through issues
- Wsus updates downloads
- Must be able to deal directly with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills
- You will mentor and educate the 1st line Service Desk to improve their skills and first time fix rates
- Write clear instructions to the deskside support team when a physical presence is required
- Achieve high levels of customer satisfaction
- Author processes and working instructions
- Work within challenging SLA's and follow escalation paths to the leadership team and product specialists (3rd line) promptly when required
- Represent the 2nd line team in customer meetings and deputise in the Team Leaders absence
The site benefits from a restaurant, Costa coffee, parking and good public transport links
ESSENTIALS SKILLS/QUALIFICATIONS:

- Experience in a corporate environment looking performing a second line support engineer / Service Desk role
- Microsoft / Comptia accreditations
- Previous ITSM experience
DESIRABLE SKILLS/QUALIFICATIONS:
ITIL Foundation
Microsoft WSUS (Windows Server Update Services)
Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.

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