2nd Line Engineer £200 p/d Inside IR35:

We are seeking a 2nd Line Engineer, to join an exciting client's team on a temporary basis. You will need experience as a 2nd line/1st line support engineer and a Clean UK Driving Licence. As a 2nd line engineer you will be resolving hardware and software related issues and incidents, traveling to different sites to assist with 2nd line support, project tasks, to resolve incidents and service requests.

Key Responsibilities:

• Acting as 1st and 2nd line technical support
• Provide second line support service for any tickets escalated from the service desk and providing a timely response, ensuring service tickets and documentation are updated accordingly.
• Resolve hardware and software related issues
• Travel to different sites to assist with project tasks or resolve incidents and service requests.
• Act as a Service Owner and/or backup service owner for some IT Services: Contract Management, Vendor Management, Continual Service Improvement.
• Support colleagues with equipment related issues escalated from the service desk.
• Provide training to operational colleagues on new technologies and existing systems.
• Own and continually evolve mobile device and laptop "image", catering for security/experience updates and new Operating systems to keep our technical landscape secure and fit for purpose for the ever changing needs of staff.

Essential Experience Required:

• Significant experience in a second line support role.
• Expert knowledge & experience of hardware, software and mobile technologies.
• Ability/experience to break down an incident into technology and service components to methodically work to plan and deliver back restored service.
• Experience with Microsoft System Centre.
• Experience of Mobile Device Management systems.
• Significant experience of diagnosing and rectification of faults.
• Experience with ticketing systems
• Experience with Service Management tools
• Strong customer service experience.
• Experience of prioritising workload based on impact and urgency.

Essential Skills Required:

• Customer Service Skills
• Team Working/Collaborative Skills
• Organisational skills
• Problem solving skills and root cause analysis.
• Ability to work under pressure and maintain customer service ethic.
• Excellent communication skills including written and oral.

What you need to do now


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