2nd Line Deskside Support Representative

12 Jul 2017
10 Aug 2017
Contract Type
Full Time
Job Title: 2nd Line Deskside Support Representative
Start Date: ASAP (*subject to successful Phone interview)
Contract term : 6 to 12 months - start
Salary: £17.00 per hour LTD Company setup
Hours per Week: Mon Wed and Friday - 8 hours per day (24 hours per week)
Location: London Gatwick

The experience needed is 2-4 years relevant with the IT end User Support space.

The capabilities, knowledge and activities to be developed are the following ones:
* Experience dealing with users and in-situ, phone and email support.
* Mature and professional behaviour in work environments located in clients' offices, showing technical skills as well as abilities to handle difficult situations dealing with the final user
* Advance technical knowledge on Windows 7, 8.1 and 10 environments.
* Support Microsoft applications and services: Bitlocker, SCCM, Internet Explorer, Office Suite; and other specifics: Cisco Webex, Cisco Jabber, Cisco AnyConnect and Lotus Notes.
* Installation and configuration of standard equipment: network reimage using Symantec Management Agent Server (Altiris).
* Knowledge in the use of remote control and assistance tools.
* Basic knowledge on the creation and management of users in Active Directory.
* Register, modification and deletion of IP telephony via Cisco Call Manager or COMRA.
* Administration of RSA Secure ID.
* Knowledge on iOS devices, iPhone and iPad, and MDM systems.
* Basic support for Cisco Video Conferencing systems.
* Incident management with external vendors
* English: fluent to interact with international people.

In addition to the required knowledge the technician will have to do the following:
* Field Support Services
* Software Maintenance and Support
* IMACs: Installs, Moves and Changes
* Hardware Maintenance & Support for servers and pc´s
* Preparation of equipment in advance of disposals
* Remote Hands for data centre services
* Tools: ITSIM, Assets M
* Stock Management
* Remote Hands Eyes for Network
* Telecom - Billing & invoicing
* Workstations DLO
* Training rooms preparation - Set up image for PCs
* Mobile Telephony services
* Printers
* Meeting rooms support (VC, Audio devices)
* Operational Reporting (including ad-hoc requests)
* Audio Video Conference support
* VIP support - Skills to manage SLAs and interact with VIP users
* Any other tasks reasonably required by Customer