2nd Line Support Engineer

Job Title: 2nd Line Support Engineer
Location: Birmingham - 4 days per week onsite, occasional travel across the UK (expenses paid)
Salary/Rate: £160 per day INSIDE IR35
Start Date: 11/11/2024
Job Type: Contract

Company Introduction
We have an exciting opportunity now available with one of our sector-leading software clients! They are currently looking for a skilled 2nd Line Support Engineer to join their team for a twelve-month contract.

Job Responsibilities/Objectives
You will primarily provide on-site end-user technical support and technology projects.

1. This role will provide day-to-day on-site technical support to employees' desktop and laptop systems, software and hardware installations, as well as configuring and troubleshooting laptops (Windows/MacBook), desktops, tablets, phones, etc.
2. You will serve as liaison between IT and business groups; act as face of IT in managing customer relationships and expectations. You will assist other infrastructure teams with server and network issues and installations when on-site technical resources are not available.
3. Provide Elite and White Glove support to executives.
4. The candidate will make sure all office conference rooms are tidy, operating and assist Collaboration & Messaging team with projects.
5. The candidate will make sure the IDF and MDF rooms are tidy, and assist the network team with projects.
6. The candidate will possess a good understanding of software and hardware, related technologies, asset management as well as shipping/receiving.
7. A passion for delivering consistent and excellent customer service is a must.
8. The successful candidate will provide quick response and maximum uptime of all users and perform end user training when necessary.
9. Manage day-to-day requests from our PC Hub; ship and check in computer hardware, utilizing our web-based Workstation Database. Maintain accurate records of company hardware assets.
10. Responsible for administering and deploying equipment and software solutions company-wide.
11. Share in production of technical/support documentation for knowledge base.
12. Troubleshoot all problem areas (promptly and accurately), along with providing end-user assistance where required.
13. Consistently meet established SLAs when providing support for PCs, OS, phones, tablet devices, printers, and desktop applications.
14. Work in cooperation with other IT Services groups, follow processes and use provided tools to provide optimal support for employees.
15. Participate in activities of support and work with other IT departments to ensure requests are efficiently prioritized and completed within appropriate timeframes & drive process improvements where needed.
16. Follow standards for supported application and workflows.
17. Able to manage workload with minimal supervision.

Required Skills/Experience
The ideal candidate will have the following:

1. Excellence in a support position (desktop support, technical call center level 2/3 or equivalent) within a complex environment.
2. Technical skills should include strong knowledge of AutoPilot Imaging, Windows 10/11, Azure, Mac OSX, MS Office 365, Exchange and e-mail support, Active Directory, Zoom rooms support, familiarity with ticketing systems (Service-Now experience a plus).
3. Experience in understanding customers' needs as well as meeting customers' expectations.
4. Knowledge of asset management, shipping & receiving as well as record keeping.
5. Must be able to manage time effectively and to be motivated, reliable, and a self-starter.
6. Successful candidate must have a strong customer service orientation, demonstrated ability to "multi-task" effectively in a fast-paced, technical environment and a clear aptitude for problem solving.
7. In addition to technical troubleshooting skills the candidate must possess excellent oral/written communication and analytical skills as well as strong organizational abilities.
8. Post-secondary education in a relevant field or equivalent experience.
9. Current certifications delivered by renowned IT organizations (ex. CompTIA A, HDI or Microsoft MCP) would be an asset.

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.