Level 2 Support

LoveWorkLife Limited
London (Greater)
11 Apr 2018
20 Apr 2018
Contract Type
Full Time
Main purpose: To provide the best standard of level one and two support to users though making customers feel validated while doing what is best for the business. The Support Agent is responsible for providing assistance across all areas of the business and will aid the Support Manager. This position is responsible for supporting, maintaining and suggesting development of our infrastructure and applications, with a focus on their core application.

Responsible for:
• With a mindfulness for quality deliverables, align with IT and facilities resources to execute on requests in a timely fashion
• Communicate and document system and process changes to the business
• Training other staff members on troubleshooting and diagnosing problems
• Translate system functionality into business relevant language
• Ensuring the smooth running of all IT systems, including applications and local hardware policies
• Help provision and de-provision hardware and software including cloud-based applications; licenses and asset life cycle management
• To adopt a mentality of continuous improvement while working in a fast-paced dynamic team
• Provide help, set up and maintenance with equipment for the business

Skills and Experience:
• Experience working on a Service or Help Desk environment
• Citirx background
• Intermediate knowledge and support of MS Office applications, Outlook, Exchange and Active Directory
• Strong knowledge of VPN Clients, installing and troubleshooting
• Experience with mobile technologies
• Experience with Network Repairs and Analysis
• Microsoft Hyper-V\Citrix XenApp experience
• MCP Qualification

Person specification:
• Willingness to experiment with new equipment, applications and ideas
• Self-motivated strong team player who understands that customer service comes first before anything else
• Natural problem solver who enjoys identifying ways to make things better
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
• Thoughtful decision making skills with a knack for identifying, prioritising, and articulating the highest impact initiatives
• Able to meet deliverables and drive your work to completion within specified timelines
• Deliver ideas and solutions to many audiences including your team and IT leadership

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