L2 Technical Support- PC Migrations

Avance Consulting; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Technician to provide essential desktop and application support. This role involves troubleshooting hardware and software issues, coordinating with vendors for repairs, and ensuring effective communication with end-users. Ideal candidates will have a strong understanding of Windows operating systems and experience in managing ticket queues to maintain service levels. Join a dynamic team where your contributions will enhance the digital workplace experience for users and support the organization's IT goals.

Qualifications

• Comprehensive understanding of PC hardware, software, and applications.
• Strong knowledge of Windows OS and software installations.
• Experience in 2nd line support and ITIL processes.

Responsibilities

• Provide break/fix support for desktops and laptops.
• Troubleshoot Windows OS and enterprise applications.
• Document issues in the IT service management system.

Skills

PC Hardware Knowledge

Windows 10/11 Support

Application Support

Printer Support

Technical Support

Network Configuration

Documentation Skills

Stakeholder Management

O365 Understanding

ITIL Processes

Tools

ServiceNow

Remedy

Job description

Your responsibilities: (Up to 10, avoid repetition)

1. Provide break/fix support for desktops, laptops, and peripherals.
2. Re-image devices and reinstall/configure applications as needed.
3. Troubleshoot Windows OS, hardware, and enterprise applications.
4. Coordinate with third-party vendors for escalations and hardware replacements.
5. Document issues and resolutions in the IT service management system (e.g., ServiceNow, Remedy).

Essential skills/knowledge/experience: (Up to 10, avoid repetition)

1. Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
2. Application support: Support all applications on the computer, coordinate with second-level teams for global applications.
3. PC support: Desktop/laptop installation, scheduling upgrades/refreshes, and ensuring configurations match order specifications.
4. Printer support: Support network configuration, driver installation, vendor coordination for setup and repairs.
5. Install and configure desktops, laptops, mobile devices, peripherals, and related software.
6. Strong knowledge of Windows 10/11, Android OS, Mac OS, MS Office, LAN/WAN, Wi-Fi, VOIP, and software installations.
7. Provide onsite and remote end-user technical support.
8. Manage ticket queues to ensure resolution within SLAs; communicate ticket status effectively.
9. Develop standard configurations, documentation, and SOPs for installation and setup.
10. Coordinate with vendors for hardware support and warranty repairs.

Desirable skills/knowledge/experience: (As applicable)

1. Understanding of O365 and related support activities.
2. Knowledge of Active Directory, DNS, Group Policy, networking, and firewalls.
3. Experience in 2nd line support, incident & problem management, and ITIL processes.
4. Effective communication skills, both written and verbal.
5. Strong stakeholder management skills, including users, management, IT teams, vendors.
6. Availability to work onsite five days a week at the customer location.
7. Must meet UK MOD requirements.
8. Solid understanding of digital workplace/end-user computing services.

* Free services are subject to limitations.