2nd Line Support
JOB SUMMARY: Our client is looking for an experienced IT professional to provide 1st and 2nd line IT helpdesk support to internal staff. You will provide support to the main head office site and 13 other branches as well as remote users at other offices and home workers.
LOCATION: Milton Keynes
MUST HAVES: Previous Experience of 1st and 2nd line support is essential, you must also have a Full UK driving licence.
Working Hours: 8 hours a day (office support 8.30 - 5.30) Hours 8.30 - 4.30
The company is a large distributor of industrial controls and automation products and an international electronics distributor. They have 13 locations throughout the UK and two branches overseas. The client has over 8000 stock lines that they provide to customers throughout the UK that are available immediately and available the next day.
The role requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
The successful 2nd Line Support candidate will be required to:
*To provide IT helpdesk support to 330 internal users
*Act as a single point of contact for phone calls and emails from staff regarding IT issues
*Troubleshooting of IT related problems from in-house software to hardware, such as Smart Phones, Laptops, PCs and Printers
*Escalate unresolved calls to the Senior IT Technicians
*Log all calls in the Help desk Call Logging system
*To maintain a high degree of customer service for all support queries
*adhere to all service management principles
*Takes on additional tasks in order to meet departmental, project related or developmental objectives.
*Be accountable for personal development and contribute to the evaluation of performance
Our client is looking for a strong IT Helpdesk candidate with the following experience:
*2 years previous IT Service Desk and/or Call Centre experience
*Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 & 8,10 and Office 2007 and above
*Troubleshooting network issues
*Understanding of network topologies
*Experience of ERP Systems an advantage
*Experience with VMware is desirable
*Experience with Mimecast is desirable
*You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
*There is also a range of administration duties
*You must have a Full UK driving licence
ALTERNATIVE JOB TITLES: 1st Line Support, 2nd Line Support, 2nd Line Helpdesk Support, Customer Support Administrator, Customer Support Specialist. Desktop Support Manager. Desktop Support Specialist. Help Desk Specialist. Help Desk Technician. IT Support Manager, IT Support Specialist, IT Systems Administrator, Senior Support Specialist, Senior System Administrator Support Specialist, Administrator, Technical Specialist Technical, Support Engineer technical Support Specialist.
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