2nd Line Desktop Support Engineer
Burnley - onsite
3 month contract with potential to extend - ASAP start
Inside IR35 - rate flexible depending on experience.
Job Purpose
The role predominantly involves 2nd line desktop support - the job encompasses 2nd line delivery, principally IS/IT Desktop Support, with some aspects of investigation, project/task delivery and research & development. Primarily work will come from support of desktop environments via the local ticketing platform and infrastructure monitoring systems as well as projects and tasks directed from the local Industrial Site IS Manager. The role will require flexibility and a proactive approach, reacting to where the work is – BAU analysis, tickets or infrastructure tasks/projects, with the primary focus on the desktop environment.
Primary Responsibilities
Analysis and support of all local IS BAU systems, ticket queues and issues delegated by the Industrial Site IS Manager.
Analysis and problem resolution for internal business applications systems.
Implementation of various local IS/IT systems.
Conduct proactive and regular maintenance across IS/IT systems.
Respond to customer queries raised via telephone, verbal means or by incident tickets submitted.
Timely resolution of infrastructure incidents tickets, minimising the impact to the end user base by restoring infrastructure services promptly and adhering to IS/IT service level targets, ensure customer satisfaction in all aspects of the role.
Liaising and support other IS/IT and business sections in order to resolve incidents raised against the whole IS/IT department and progress group strategic goals and IS/IT systems development.
Liaise with 3rd party technical suppliers as required, raising fault service requests when required and managing these 3rd party incidents.
Liaise with other team members for problem resolution and ideas sharing.
Adherence to all regulatory practices such as asset management and security practices.
Provide technical governance, escalation and assistance to all IT/IS team members ensuring that the appropriate training/hand-over is provided to other IS/IT personnel team for new systems/services. Mentoring & knowledge sharing IS/IT infrastructure / support staff members as required.
Keep up with technological advances including current supplier systems/services and evaluate potentially beneficial options as required.
Innovative approach to supporting new technologies that could be used in a manufacturing or office based facility. Pragmatic approach to supporting existing shop floor technologies, working with 3rd parties to ensure shop floor systems maintains required production levels.
Maintenance of ticket queue levels below an agreed target.
Responsible for WEEE collections and maintaining a safe working environment, alerting Industrial Site IS Manager and colleagues when any potential hazards are identified. Utilising a 5s (Sort, Set, Shine, Standardise, Sustain) approach to efficiency and effectiveness in the workplace.
Assist the Industrial Site IS Manager with any audit or compliance requirements.
Analysis of outstanding tickets, ticket delays and ticket resolution, via agreed governance.
Provide holiday cover for other members of the team and therefore become a subject matter expert on all aspects of the Information Systems.
Knowledge, Experience, Training and Qualifications
Essential
- Experience of supporting / troubleshooting Microsoft desktop operating systems (such as Windows XP, Window 7, Windows 8, 8.1 and Windows 10).
- An understanding of LAN networking concepts.
- Experience and Understanding of SCCM and the imaging of machines
- Experience of supporting peripherals
- An understanding of corporate level use of active directory and group policy.
- Defining application problems by conferring with clients evaluating procedures and processes.
- Strong analytical skills, problem-solving abilities, excellent interpersonal skills, knowledge of current technologies.
- Significant & demonstrable corporate experience of working in a customer facing environment dealing with IS/IT related support queries from a wide range of business customers via ticketing systems.
- Experience of working in a customer facing environment dealing with IS/IT related support queries from a wide range of business customers.
- Experience of delivering IS/IT projects and tasks within agreed timelines.
Write, review & update documentation and procedures.
- Good written communication and documentation skills (Word, Visio, PowerPoint etc.)
- Presentation of clear and concise updates, solutions and technical analysis to internal functions and external departments.
- Good presentation skills, to a mixed level audience including the need to present written and verbal business cases for IT advances as required.
- Good time management skills and with a flexible approach to working hours understanding the need for maintenance to be completed outside of core hours.
- Clear communication, effective at all levels from customers through to technicians and other stakeholders, both verbally and written.
Preferable
- Experience of supporting / troubleshooting Microsoft network operating systems (such as Windows 2003, Windows 2008, Windows Server 2012, R2 variants inclusive and Windows Server 2016).
- VPN technologies, such as Direct Access.
- Managed Print Solutions (e.g. Canon).
- Experience of ITIL working practises.
- Microsoft Accreditations / Industry Accreditations