Workplace Services 2nd Line Support Engineer

Job Title: Workplace Services 2^nd 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 key 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 has a considerable length of experience working as a 2^ndLine Engineer. And finally, you will be comfortable in working work 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 - eg tablet, iPhone
• On-site project task support - "Moves, Adds, Changes" cabling and installation, roll outs
• 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 realisation 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.

2nd Line Support, Hardware, Workplace Services