2nd Line Support Engineer

Job title:  2nd Line Technician, 2nd Line Support engineer, or 2nd line Service desk or 2nd line Desktop support engineer for a BAU 6 months FTC

Scope: 6 months FTC with immediate start based near Kettering in Northamptonshire with a Salary range of £30,000-£32,500
    
Job purpose: To work with applications/systems to analyse, diagnose and resolve colleague IT issues raised internally. The role covers colleagues working in the office near Kettering and other site locations across the UK as well as remote or field-based workers.  This role is required to provide BAU Support on the Service Desk 
    
Main accountabilities and responsibilities:
·        Provide Tier 2 level IT support, including all issues escalated from Tier 1.
·        Document incidents using the IT Service Desk ITSM Toolset tracking system, and as required create knowledge-based articles to develop others which increases first contact fix.
·        Resolve Incidents, issues, and queries using all tools available.
·        Manage incidents and requests at Tier 2 escalation,
·        Troubleshoot IT-related problems, (i.e. network issues, software or hardware – mobile devices, Laptops, PCs, and Printers;) 
·        Deliver excellent customer service for all support queries and adhere to all ITIL service management principles
·        Provide ‘just in time’ training to users of new devices and IT services to reduce tickets raised.
·        Contribute information to the monthly Service Desk report on call trends
·        Arrange external technical support where problems cannot be resolved in-house
·        Manage requests from suppliers that require 3rd party interaction and support a resolution.
 
     Knowledge, Skills, and Experience:
Must have:
·        Customer Service background and Service delivery experience
·        Demonstrated experience in IT Incident management
·        Strong knowledge of Microsoft-based operating systems
·        Experience with troubleshooting within a Microsoft network environment
·        Excellent organizational and communication skills
·        Demonstrated a “customer first” focused IT service delivery function
·        Compliance and Process driven delivery
 
This is a full-time 5 day 5-day-a-week onsite role in offices near Kettering and is being offered on a 6-month FTC basis with a pro-rata salary of £30,000 – £32,000 with an immediate start.