2nd Line Desktop Support Engineer - Sheffield

Posted 02 September 2019
Salary £125 - £150 per day
Location
ReferenceBBBH91993_1567507919
Contact NameJames Roberson

Job description

2nd Line Desktop Support Engineer - Sheffield - Insurance - £150 per day
Purpose:

  • Support the business by providing technical support to all business entities within the deskside environment.
  • Communicate appropriately to internal and external parties during BAU or Work Request based activities.
  • Assist with the delivery of IT projects.

Geographic/ Country Scope:
UK & Ireland but based in Sheffield. Travel to other sites as required.

Key Accountabilities:

  1. Supporting and maintaining alldeskside technologies.
    1. Second line troubleshooting of IT incidents raised by colleagues through our Global Service Desk.
    2. Prioritising workload and managing colleague expectations.
    3. Managing and documenting daily workload using our IT Service Management tool.
    4. Taking ownership of incidents/requests and collaborating with third parties, where necessary, until fulfilment.
  2. Responsibility fordeskside asset management activity following strict procedures and processes in relation to hardware movements, installations, and recoveries.
    1. Managing stock control at all offices, ensuring appropriate levels of IT stock are held.
    2. Supporting deskside equipment relocation and provision onsite and between offices.
    3. Assisting in maintaining security of company IT hardware assets.
    4. Accurate maintenance of the asset management database.
    5. Handling the recycling of redundant IT hardware, following agreed disposal processes with third parties according to WEEE regulations.
  3. Providing mentoring for junior staff, with documentation, processes, and queue management.
  4. Proactively participating in internal meetings.
  5. Assisting in maintaining full legal complicity of installed software.
  6. Participating in training to add to the overall skill levels of the Colleague Technology Services team.
  7. Providing L1 and L2 support at tech bars as and when required.
  8. Frequently travelling between the company offices throughout the region providing L2 deskside support, as and when required.
  9. Analysing and producing data for managers, as required.
  10. Creating and maintaining documentation for all future and existing IT policies, procedures, and for the knowledge base.
  11. Ensuring technology support meets the customer requirements as defined in the Service Level Agreements.
  12. Playing a key role in the adoption and promotion of new technology.
  13. Responsibility for ensuring close working relationships are established and maintained with peers within Technology as required.

Knowledge Requirements

Type

Description


Education
Educated to a good standard of general education.

Experience working in a support IT role following industry standard processes, management of BAU IT tasks and analysis of operational issues in the deskside environment

Business
Knowledge and experience of operating entities.

Experience of and ability to communicate and operate effectively in a pan European support environment.

Applications
Experience of undertaking detailed analysis of IT desktop systems using available processes and formulating any support tasks required.

The ability to pick up new technology and learn new skills quickly.
Strong analytical and problem-solving skills.

IT
Advanced and expert competency in general and product specific IT support issues.

Must be able to learn, understand, and apply new technologies.

Deskside Support Work
Provide support and assistance for call logging, and administration of support cases (hands-on).

Ability to challenge, question and improve methods and processes where necessary.

Self-motivated, tenacious and able to work with a degree of autonomy.

Methodical with a good attention to detail and a good organiser.

Able to work with team members, good inter-personal skills, excellent team player.

An enthusiasm for the IT support environment, with a passion and customer focus toward the end user customer.

Experience of modern Microsoft Office products, and miscellaneous software in the deskside environment.

Excellent communication skills and customer focus. An ability to relate to staff at every level of the company, in a clear and concise way. Ability to relate and communicate at higher management levels

Possess the capability and motivation to achieve personal and team objectives, with flexibility to undertake new service offerings introduced into the end-user business

To carry out any undefined support tasks associated with the role, as reasonably requested.

Take ownership for mentoring and development of junior IT staff as required.

Diligent and thorough approach to problem solving.

Advise users in relation to IT Hardware, choosing cost effective solutions.

Must have the willingness to develop new skills and take on new challenges

Professional Qualifications

Type



Level Required


Part Required
Possess or working towards Microsoft Certification MCITP or equivalent knowledge in Enterprise-level deskside computing.

Appreciation of ITIL Service Management.

Active Directory User administration experience.

An understanding of customer deskside requirements in relation to internal departmental procedures.

Experience of IT desktop management in the enterprise.

Experience in PC, printer and associated desktop hardware systems.

Excellent written and verbal communication skills.