Second Level Support

umbrella £25.75 AN HOUR

Role Overview

The successful candidate will provide deskside support for incidents and service requests at the Bristol site, supporting a Wintel environment and HP laptop/desktop hardware. The role requires excellent technical troubleshooting skills, a strong customer-focused approach, and the ability to work independently within a fast-paced support environment.

Key Responsibilities

• Provide deskside support for incident resolution and service requests.
• Support and troubleshoot Wintel environments, including HP laptops and desktop hardware.
• Diagnose and resolve hardware, software, and peripheral issues.
• Deliver excellent customer service through effective communication with technical and non-technical users.
• Escalate issues appropriately and collaborate with wider support teams and business partners.
• Work independently, using initiative and sound judgement to resolve issues efficiently.
• Identify opportunities for continuous improvement to enhance the customer experience.
• Contribute to the creation, review, and maintenance of knowledge base articles and support documentation.
• Support walk-up/Tech Bar services and provide face-to-face user assistance.
• Assist with desktop and laptop builds, configurations, deployments, and troubleshooting.
• Provide support for Microsoft Teams and mobile devices, including Apple and Android platforms.

Essential Skills and Experience

• Previous experience delivering deskside support in an enterprise environment.
• Experience operating within a Tech Bar/Walk-up Support service.
• Proven experience handling Incidents and Service Requests.
• Strong Microsoft Windows technical support experience.
• Good working knowledge of Windows 10 and Windows 11.
• Experience supporting Microsoft Office applications and the Microsoft Office Suite.
• Competent in the use and support of Microsoft Teams.
• Experience supporting Apple and Android mobile technologies.
• Familiarity with building, configuring, deploying, and troubleshooting desktops and laptops.
• Excellent problem-solving and analytical skills with strong attention to detail.
• Strong verbal and written communication skills.
• Ability to build effective working relationships with colleagues, support teams, and stakeholders at all levels.
• Ability to work independently with minimal supervision.

Mandatory Requirements

• Active SC (Security Check) Clearance is required and must be maintained throughout the assignment.