The role will primarily be provision of 2nd and 3rd line support with escalation to 4th line if required. You will also have supervisory responsibility for 2nd line engineers.
Client Details
The client is a public sector client in the Midlands who are looking to recruit for their IT Support Team which has vacancies due to internal promotions.
Description
MAIN RESPONSIBILITIES:
To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
To deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution.
To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.
To provide required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.
To maintain/enhance working knowledge of emerging technology and industry best practice, gaining kno...