2nd Line Support Engineer

Optima Plus Recruitment Limited
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

2nd Line Support Engineer
Optima Plus Recruitment are currently working with a a nation wide Financial Services organisation based in Birmingham.
Job purpose:
To provide second line helpdesk support to clients, assisting them with hardware and software problems via phone and email and helpdesk software.
Visit offices and sites and to provide support as necessary.

Duties and responsibilities:
• To provide 2nd line technical support; answering support queries via phone
and email.
• To support users remotely.
• To maintain a high degree of customer service for all support queries and
• Adhere to all service management principles.
• To take ownership of user problems and be pro-active when dealing with user issues.
• To log all calls on the call logging system.
• Respond to enquiries from clients and help them resolve any hardware or software problems.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• Carry out daily client systems checks, reporting to IT Manager where necessary.
• Pre-build PCs/Laptops.
• Fault finding for Laptops, Desktops and Windows tablets.
• Be responsible for in-house system back-ups.

All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements

Skills & Experience
• Previous 1st/2nd line support experience for software and hardware fault resolution.
• Excellent communication and customer service skills.
• VMware experience beneficial but not essential.
• Strong working knowledge of Microsoft based operating systems inc Win 8.
• Active Directory and Exchange Server Administration.
• MS Office
• Good working knowledge of LAN/WAN principals and TCP/IP protocols.
• Understanding of PC hardware set-up and configuration.
• Microsoft Certification desirable.
• 'Hands on’ approach and a willingness to learn.
• Full Driving Licence and access to own transport.