1st - 2nd line support

TJ Peel Resourcing
£20000.00 - £26000.00 pa
25 Sep 2017
03 Nov 2017
Contract Type
Full Time
1st - 2nd line support * Respond to all first-line support calls received by phone or email, resolving employees' issues or escalating to support teams if necessary. * Answer all enquiries promptly, politely and professionally, adhering to the SLA agreements we have with our user base. * Log all support calls received by email or phone into the helpdesk software. * Provide full IT systems support, monitoring system logs and managing email, domain accounts etc. Key accountabilities * Promote and understand the business's IT policies and procedures, ensuring they are adhered to at all times. * The creation and maintenance of key documentation. * Management of the Altiris work queue ensuring jobs are picked up promptly and dealt with effectively by the appropriate resource. * Sharing knowledge and experience with operational staff * Adhere to all our standard policies and procedures. * Proactively identify process improvement opportunities and support continuous improvement initiatives. * Proactively identify problems and report/log them to be dealt with by the Problem Management process. * Handle escalations and requests from users, customers and colleagues in a positive, helpful and constructive manor with the end goal being to maintain user and customer satisfaction. * Keep the records of assets affected by your activities up to date and accurate. * Be vigilant and proactive with regards to the operational infrastructure to spot issues and potential issues before they become service affecting incidents. * Be aware of, understand, and comply with our software licensing processes. * Streamline processes and procedures to maximize efficiency and productivity * Main point of contact for IT Infrastructure. * Prioritise Incidents and aid customers in line with business needs. * Create and maintain support documentation to benefit both yourself and for the wider team. Experience * Must have a minimum of 2 years' IT support experience in an enterprise level organisation supporting both Windows and OS X operating systems with various flavors of Office as well as good understanding of Apps support. * Excellent working knowledge of Mac OS X and Windows Desktop OS's , covering but not limited to Windows XP, Windows 7 Windows8/8.1, Office 2010/2011/2013/365, * Anti-Virus and Drive Encryption software, both trouble shooting and deployment currently McAfee, Safend console * Good working knowledge of Active Directory, IP based Telephone Systems, Networking topology and underlying principles (OSI Model) * Strong internal and external customer interface experience * Strong investigation and trouble shooting skills * Experience of IT support across large enterprise estates with exposure to variety of technologies * Strong technical skills and experience in a Mac OS X. and Windows OS environment with typically associated infrastructure and applications, covering but not limited to Windows XP, Windows 7 Windows8/8.1, Office 2010/2011/2013/365, * Desktop/Laptop/Printer configuration and troubleshooting including configuration of our equipment on client sites utilising split tunnelling and associated technologies for implant teams. * Strong 1st/2nd line technical skills. Providing remote technical support and advice to customers at all sites and levels * Credible across all levels of the business. Must be able to communicate technical solutions to a business wide audience. * Drive for delivery, focused on results and outcomes, desire to see an incident or Service Request through to completion. * Assertive and confident, able to hold their own with customers of all levels across the business. * Self-starter who can manage their own work stack as well as picking up tickets from the Service desk queues. * Ability to articulate requirements of the customer to Operational team and if required Design/implementation Teams to aid delivery of IT support. Capabilities * Awareness of ISO Quality and Security Standards (27001:2013) * OS X Support Essentials * MCITP / MCDST * ITIL V3 Foundation * An understanding of 2 factor authentication such as RSA tokens would be of benefit.
This job was originally posted as www.jobsite.co.uk/job/959161408