Job Title: Workplace Services 2nd Line Support Engineer
Location: Winnersh RG41 (Hybrid working with a minimum of 3 days a week on site) - Flexibility a must!!
Job Description:
Reporting to the Workplace Services Team Leader, this new role will require an individual who is able to flex and adapt as the organisation sets up a new office to support a significant growth in business. This will be a fantastic opportunity to join a brand-new area within our business.
You will be a champion for great Customer Service; the role combines on-site and remote site support. You will also be a self-starter as well as self-sufficient and have considerable experience working as a 2nd Line Engineer. Finally, you will be comfortable working with people at all levels to deliver the outcomes required for the business to be successful.
Main Duties:
* On-site desk-side support working in a classified environment
* 1st / 2nd Line Application support
* 1st / 2nd Line Infrastructure support
* Network troubleshooting
* Laptop/Desktop imaging, deployment, and support
* Mobile devices hardware support - e.g., tablet, iPhone
* On-site project task support - "Moves, Adds, Changes" cabling and installation, rollouts
* Audio Visual / Meeting / Conference support
* Development of knowledge-base articles and documentation
* Incident, Problem and Change Management
* Service Request fulfilment
* A shift left mindset where knowledge sharing and training of the Service Desk enables the realization of more first-time fixes and reduces the time to resolution for the customer
* Contribute to IT Asset Management records as appropriate.
Essential Knowledge / Skills:
With excellent customer service and influencing skills, you will build rapport and credibility with internal colleagues to focus on delivering results for the business.
You will also have:
* A solid technical understanding of Active Directory, SCOM, SCEP, SCCM, Citrix, CompTIA.
* Technical aptitude, requirements management, and the ability to assess and articulate risk, issues, and non-compliance.
* Ability to travel (UK) and work with minimal supervision (Full Driving license required)
* Existing Security Clearance (SC) or ability to become security cleared.
Desirable:
* ITIL Foundation and relevant technical qualification(s).
* Practical experience of IT operation, project delivery, and troubleshooting across user devices, servers, and networking.
* Training and knowledge of health and safety risk assessments, method statements, and safe working practices.
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