L2 Technical Support- PC Migrations

TN United Kingdom; Cheltenham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a skilled IT Support Specialist to join their dynamic team in Cheltenham. This role involves providing comprehensive support for desktops, laptops, and peripherals, ensuring a seamless user experience. You'll troubleshoot various operating systems and applications, coordinate with vendors for hardware support, and maintain documentation for IT processes. The ideal candidate will possess strong technical skills, excellent communication abilities, and a proactive approach to problem-solving. If you're passionate about technology and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Strong understanding of PC hardware, software, and operating systems.
• Experience in managing application support and technical issues.

Responsibilities

• Provide break/fix support for desktops, laptops, and peripherals.
• Troubleshoot Windows OS and enterprise applications.
• Coordinate with vendors for hardware support.

Skills

PC Hardware Understanding

Windows 10/11 Knowledge

Application Support Management

Technical Support Skills

Network Configuration

Documentation Skills

Stakeholder Management

Tools

ServiceNow

Remedy

O365

Job description

Job Description:

Your responsibilities include:

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 (ServiceNow, Remedy, etc.).

Essential skills/knowledge/experience:

1. Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
2. Application support: Manage all applications on the computer, coordinate with second-level teams for global applications.
3. PC: Install desktops/laptops, schedule upgrades/refreshes, and ensure configurations match orders.
4. Printers: Support network configuration, driver installation, and 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 technical support to end-users.
8. Manage ticket queues to ensure timely resolution within SLAs; update users accordingly.
9. Develop and maintain standard configurations, documentation, and procedures (KB/KEDB, SOPs).
10. Coordinate with vendors for hardware support and warranty repairs.

Desirable skills/knowledge/experience:

1. Understanding of O365 and related support activities.
2. Knowledge of Active Directory, DNS, Group Policy, networking, and firewalls.
3. Experience with 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.
7. Candidate must fulfill the UK MOD requirements.
8. Understanding of digital workplace and End User Computing Services.