2nd Line Support

Recruiter
Manufacturing Recruitment Ltd
Location
East Sussex
Posted
15 Sep 2018
Closes
14 Oct 2018
Contract Type
Permanent
Hours
Full Time
2nd Line Technician - Service Desk This post has responsibility for the registration (where applicable), resolution or escalation of incidents reported to the Service Desk (business & IT related) requiring 2nd line intervention and the execution of IBM AS400 , HP Blade, HP 3-PAR and general IT Infrastructure operations as necessary to maintain business as usual activities. Through training, education and documentation drive transfer of 2nd line tasks to front line and FTF (First Time Fix) provisioning. Coach and mentor peers and colleagues within the Service Desk and other IT functional areas. Contribute to development of best practice across appropriate areas of the Service Desk ACCOUNTABILITIES: o Answer (where applicable) and address appropriate volume of Service Desk calls on a first call basis in relation to experience, capability and skill-set. o Ensure all incidents and requests are captured with accuracy in appropriate Service Desk application(s). o Maintain, in a timely manner, all call logs in relation to Incidents, Problems and Service Requests. o Initiate appropriate incident and problem escalation to correct team / person in a timely manner where FTF (First Time Fix) unavailable / inappropriate. o Drive FTF (First Time Fix) capability to 1st Line through appropriate documentation, coaching and mentoring o Action of scheduled operational procedures in a timely, quality conscious and appropriate manner, including running nightly jobs, backup management and system checks, to ensure high availability to all users. o Progression of Service Requests, to pre-defined service levels, placed upon the Service Desk by various departments, including such activities as provisioning new workstations, users account management on systems and applications, installation, configuration and provisioning of telephony services. o Ensure production and continual maintenance of appropriate support, technical and operational documentation for all systems, services and processes within remit of IT Operations . o Actively propose, promote and contribute to service improvement initiatives, driving efficencies within the Service Desk and the wider IT arena. o Adherence to all aspects of business and departmental quality procedures and processes. o Ensure professional good practice, technical and service levels are achieved and adhered to, using appropriate range of internal and external benchmarks. o Abide by and promote the Company Information Security Policy. o As appropriate, deliver AS/400 Operations, CDL Operations, Telephony, LAN & WAN management, PC maintenance and any upgrades. o Strive to achieve continual growth and expansion in technical and business awareness and expertise through proactively seeking coaching and mentoring from peers and colleagues within the Service Desk and other IT functional areas. o Appropriate Incident & Request Fulfilment assignment to peers and other resolver groups' o Encourage peers to work productively to achieve departmental, IT and business targets / objectives. o Actively participate in task delivery as required, and ensure agreed objectives are delivered to time, budget and appropriate quality levels o To deal with technology suppliers in regards to technical consultancy, problem resolution, deliveries of equipment, returns / repairs of equipment o To provide technical assistance to business driven projects when required, in particular the commissioning of new systems / services o To undertake assigned projects and see such projects through to completion in a timely, efficient and cost effective manner o To ensure the availability and security of the company network through pro-active monitoring o To assist with diagnosing and resolving technical issues relating to the network and server infrastructure Knowledge: o Microsoft Office suite 2003/2007/2010, especially Outlook. o Troubleshooting issues on windows XP/7 clients. o Relevant quantifiable hands-on experience of service provisioning through Service Desk and/or technical support function(s). o Understanding IBM and HP desktop and server hardware technologies. o Active Directory management o Microsoft Exchange 2007 management o VMWare experience o Symantec Backup Exec o Symantec Endpoint Protection o Becrypt Encryption o Juniper Remote Access o RSA administration o Good For Enterprise user and device management o Mimecast administration o HP Wireless management o HP SIM management o Understanding of TCP/IP and networking technologies (LAN, WAN, etc) o Minimum: English & Maths GCSE Grade C or above (or equivalent) o Minimum: 1 Microsoft MCP certification or equivalent Desirable: o MCDST (Microsoft Certified Desktop Support Technician). o Understanding of TCP/IP and networking technologies. o Understanding of IBM and HP Desktop hardware technologies. o Knowledge of Financial broking systems Job Challenges: o To balance workloads to ensure Service Desk SLA's, KPI's, quality and performance are met/exceeded o Understanding financially regulated environments such as with the FSA / FOS and DPA, and can identify breaches and react accordingly QUALIFICATIONS o Microsoft Office suite 2007/2010 knowledge o A technical background, with a logical mind, attention to detail and a willingness to learn

Similar jobs

Similar jobs