1st/2nd Line Support

Recruiter
Shaw Daniels Solutions Ltd
Location
Abingdon, UK
Salary
Competitive
Posted
31 May 2019
Closes
04 Jul 2019
Ref
1143440904
Contract Type
Permanent
Hours
Full Time
This position is responsible for day to day support of end users, PC and network security and will be expected to assist with the running and implementation of a number of technical projects.

Responsibilities - 1st / 2nd Line Support

Provide single point of contact for desktop and notebook users and front-line support to pre-defined performance levels

Manage the Helpdesk, tracing status of service calls, handling incoming calls, emails and mail, maintain documentation in an accurate manner, reporting of Helpdesk stats.

Maintain, monitor and log backup operations.

Setting up new and replacement computers for staff.

Investigate and resolve hardware issues and deal with Manufacturer support.

Perform hardware upgrades on laptops and desktops.

Ensure that PC or network security issues are reported and dealt with.

Security checking guest computers, USB devices etc. before these are connected to the Infrastructure.

Managing WiFi access for Visitors and BYOD devices.

Updating information in the network documentation

Contribute to departmental IT projects

To undertake any other such duties as may reasonably be required in this position.

Full compliance with all documentation of IT procedures and processes to enable seamless holiday and illness cover

Technical skills and abilities - 1st / 2nd Line Support

* First class customer facing skills with specific reference to detail and timeliness

* Proven problem solving and organizational ability

* Previous experience in an IT role including experience

* Qualification or working towards a qualification in IT

* Have a knowledge of common systems software such as current versions of windows desktop and server operating systems, network and office productivity applications

* Experience of IP based networking

* Have a knowledge of remote management tools, such as Remote Assistance, Team Viewer etc.

* Familiarity with instant messaging/conferencing solutions, such as Microsoft Skype for Business

* Attention to detail and ownership

Personal skills and abilities - 1st / 2nd Line Support

* Proven capability in organised and effective working and in applying initiative

* Focus on efficient and effective problem resolution and customer service excellence

* Strong interpersonal skills and the willingness to operate across several functions within the organisation

* Proactive in identifying and investigation of issues and presenting potential solutions

* Able to work with minimal supervision

* Good communication skills both written and oral

Job specific skills - 1st / 2nd Line Support

* Focus on efficient and effective problem resolution and customer service excellence

* Previous experience in a customer facing, preferably an IT role which included experience in front-line support and managing networks

* Proven capability in organised and effective working and in applying initiative

* Proactive in identifying and investigation of issues and presenting potential solutions

* Good working knowledge of Windows Server and Windows Client operating systems, Microsoft applications and network management

Similar jobs

Similar jobs