2nd / 3rd Line End User Support - West London

Radius Consultancy Ltd
London (Greater)
£36K - £45K Plus Benefits
08 Nov 2017
16 Nov 2017
Contract Type
Full Time

We are looking for an experienced 2nd / 3rd Line Support Analyst to be responsible for providing 3rd line support to all queries passed on from the Service Desk Analysts and to take a leading role in pioneering new technology to the business through the support bar.

Key Responsibilities:

  • Provide 3rd line technical support Microsoft (Windows 10 and 7) and Mac operating systems, printers and print servers, Cisco VCs, Office 365, along with all other office technologies and Unified communication tools (yammer, Webex etc). The support will also include root cause analysis on repetitive issues
  • Assist with global rollouts of Windows 10 including USMT, using PXE boot and offline strategies
  • Manage and maintain the desktop image, ensuring it is up to date with the latest software and security patches. Package all standard software so that these can be automated and deployed seamlessly to the end users through the use of SCCM
  • Mac exposure and support with Casper experience
  • Attend remote sites on a quarterly basis to support and resolve any issues and improve ways of working
  • Ensure all calls are prioritised in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed. Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met through Service now and Microsoft Planner
  • Proactively scope future technologies that may be both beneficial to the support teams and the business, especially our remote sites
  • Manage Vendor relationship as and when required working closely with procurement to ensure supply is met and costs are competitive
  • Ensure all platform documentation is kept up to date at all times which will help support new team members into the team along with other support teams
  • Ensure the production systems or any new technology implementations are planned and approved in accordance with our change management process
  • Assist in key IT and business projects, ensuring that all projects are planned and implemented in line with standards and policies


What we are looking for:


  • MCSA or equivalent, ITIL Foundation v3


  • Bachelor?s degree or equivalent in related subject.

Functional/Technical Skills:

  • Microsoft Applications - Windows 7 and Windows 10, Office 2016, Office 365 Administration along with all O365 products (full suite)
  • Help Desk Applications and productivity tools (Service Now, Microsoft Planner)
  • Experience in supporting Unified Communication technologies (Jabber, Webex, Skype for business, Fuze , 8x8 etc)
  • Video Conferencing Endpoints and TMS
  • Print Server and Print Management configuration
  • Networking exposure
  • Windows server 2016 along with AD administration, ADFS, KMS and certificate administration
  • Good working knowledge of DNS and WINS
  • PowerShell
  • Exposure to AV technologies

This job was originally posted as www.jobsite.co.uk/job/959488883