2nd line Support Engineer

CBSbutler Ltd.; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading company seeks a 2nd Line Support Engineer to provide essential on-site desktop support in Richmond. The ideal candidate will have strong ITIL knowledge and at least 3 years of experience in an IT support role, ensuring user satisfaction through effective troubleshooting and assistance.

Qualifications

• 3+ years of experience in an IT support organization.
• Fluent in English with excellent communication skills.
• Strong understanding of ITIL incident management.

Responsibilities

• Provide on-site desktop support for technical infrastructure for end users.
• Assist users in solving problems related to software, hardware, networks and peripherals.
• Deploy updates and manage new hire system setups.

Skills

2nd line support

ITIL

Interpersonal communication skills

Troubleshooting

Customer service aptitude

Job description

2nd Line Support Engineer

+3 months+

+On site in Richmond

+Inside IR35

+£200 - £215 a day

Skills:

+2nd line support

+ITIL

+Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment

The role:

• Responsible for providing on-site desktop support for technical infrastructure for end users;
• advising and assisting users in solving problems related to software, hardware, networks and peripherals using available technology.
• Analyses systems needs, troubleshoots problems.
• Provides user support, new hire system set ups and desktop/laptop software evaluations.
• Deployment of updates/roll-outs. 80% software support with some knowledge of desktop hardware, OS, servers, and data bases.
• Provide quick response and maximum uptime of users.
• Understands customer goals; identifies consequences of various solutions.
• Develops project installation and escalation plans.
• Train users according to technical, release and security standards.
• Good communication skills, able to articulate technical solutions using basic explanations.
• Should continuously utilize on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.

Required skills:

• 2nd line support
• Manages own overall activities. May seek advice to make decisions on complex business issues. Mentor more junior engineers. Completes a wide variety of internal and customer facing tasks. Configure client OS. Works on projecting the right image. Complex, bespoke client systems, e.g. Financial, telephony, networking
• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely
• At least 3 years of experience in an IT support organization
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware

If you'd like to discuss this 2nd Line support engineer in more detail, please send your updated CV to [e-mail] and I will get in touch.