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IT Support / 2nd Line Support Engineer, £Competitive
Our client is one of the most innovative providers of claims solutions in the UK, with a 40 year history of delivering a range of market leading services covering both validation and fulfilment. Their strong shareholder backing, award winning leadership, reputation for excellence and team of remarkable and highly skilled professionals has ensured that they have truly differentiated themselves as a leading provider of total claims solutions.
Position: 2nd Line Support Engineer
Type: Full time, working between 8am and 6pm Monday to Friday and 8am to 2pm 2 in 4 Saturdays. You will have a 2 weeks shift rotation; week 1 8am - 4.30pm, week 2 9.30am - 6pm.
The IT Support / 2nd Line Support Engineer will provide support across their multi-site network to all users and departments. To issue and install systems, providing ongoing support and maintenance to the business with the technical ability to match the requirements.
a) Make sure reported incidents that have been assigned to 2nd line have as much detail as necessary to find a solution.
b) Demonstrate, analyse and propose new systems to improve the efficiency of the department and/or business.
c) Proactively maintain all systems to minimise the potential of incidents occurring.
d) Troubleshoot IT incidents and problems and implement solutions where possible. In particular, resolve incidents and problems for which there is a known solution.
e) Investigate problems and find solutions to stop reoccurrences of the original incident.
f) Referral and allocation of support incidents through to 3rd line support, providing documentation relating to the incidents.
g) Provide customers with regular updates to their reported incidents.
h) Update the Configuration Management Database with any additions, deletions of or amendments to the Configuration Items.
i) Make sure any required changes are assessed correctly and responsibly in regards to risk, impact and time scales to the business. Follow the correct procedure for accomplishing tasks.
j) Manage and organise own workload using the dedicated service desk software.
k) Update the Knowledge Base with proven solutions to incidents and utilise the Knowledge Base to help fix present incidents. Organise and handle any PC setups, desk cabling and action any returns necessary including the recovery of hardware to a site, customer or supplier when required.
l) Escalate any potential issues with incidents or problems to the Support Manager. Control all releases to the environment making sure that incidents don’t occur because of the release.
m) The above is not an overall exhaustive list and may change with the overall business objectives of the company.
ESSENTIAL SKILLS / EXPERIENCE:
a) Proven skills in a service desk /helpdesk environment in a hands on 2nd line support capacity.
b) Lotus Notes Administration.
c) In depth knowledge of Active Directory 2003 and 2008 including DHCP, DNS, LDAP and Group Policy.
d) Experience of Exchange 2007 management.
e) Sound knowledge of LAN, WAN, VPN, VOIP and MPLS networking.
f) Previous experience of desktop support Windows XP, Windows 7, Windows 8 and MS Office; MS office 2003 (and onwards) support.
g) Full UK driving licence.
h) Proven ability in working with customers both face to face and over the phone; team player.
DESIRABLE SKILLS / EXPERIENCE:
a) AVAYA telephony system, Lotus Notes Administration, VMware and SAN storage, SQL Server.
b) Windows patch management.
c) Proven skills in supporting mobile devices including tablets, windows 8 phones and blackberry devices.
You may have experience of the following: IT Support, ITIL, MCP, MCSA, MCSE, 2nd Line Support Engineer, Helpdesk, Systems Administrator, Network Engineer, Server Support etc.
The company operate a stringent employee referencing and verification process when we on board new joiners (temporary or permanent), which means if you are offered a role with us we will ask you to make honest and open declarations about your past employment, qualifications, financial history and credit/debt history. Whilst these checks do not automatically mean that employment will not be confirmed, as we review each situation on a case by case basis, it can mean that offers of employment may be withdrawn if information is found which is not satisfactory to us. It is recommended that you should not resign from your current employment until you have satisfied the conditions against which each offer is made relating to referencing and verification checks.This vacancy is being advertised by Easy Web Recruitment, the UK’s leading Online Recruitment Agency. The services advertised by Easy Web Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.
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