2nd line Support Engineer

CBSbutler Holdings Limited trading as CBSbutler • TRAFFIC • London, Not Specified, United Kingdom • £200 - £215 / day • 2d ago

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 (url removed) and I will get in touch.

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