2nd Line Helpdesk Engineer Job in Bracknell Rg12 1Dl, Southern Uk
Responsible for:
Assist in Developing Maintaining IT systems and supporting processes. Complete through to resolution pre-qualified issues where they could not be resolved within 1st line timeframes.
Key Responsibilities:
· Recommend Hardware software solutions that will support develop company requirements
· Install, maintain support IT environment including workstations, laptops, mobile and handheld devices, internal telephone system, printers and other peripherals.
· Manage all helpdesk issues, identifying potentials
o Risks to our systems infra-structure
o Trends / Common issues
o Training Requirements
o Operational Procedural changes
· Manage 2nd line queue, escalate resolve issues within agreed SLAs.
· Update the helpdesk system ensuring all parties are informed on update/resolution or escalation of issue.
· Recommend appropriate operating procedures and ensure documentation is created, maintained and distributed appropriately.
· Manage assist with company/office moves, packing and unpacking computer equipment as required
· Act as cover for other helpdesk staff during peak periods absence.
· Work ‘split’ shift (8 to 4 or 10 to 6) alternate weeks
· Resolve qualified issues to successful resolution
Key Skills
Administration Knowledge of Windows 2003 AD Domain, Microsoft Exchange (2007), Blackberry BES / BES Express and SQL Server (2005)
Remote access solutions, Including Sonicwall VPN, SSL VPN, Terminal Server, Remote Desktop, VNC
Complying Enforcing Security policy
LAN/WAN networking (TCP/IP)
Server Build configuration within agreed specification
Workstation/Laptop build configuration including experience of Windows XP and Windows 7.
Configuration of Microsoft Office Professional 2000, 2003, 2007 and 2010.
Understanding of mobile / handheld devices – Windows Mobile, iOS and Android
Customer service skills
Helpdesk/Call management
General Task Management Administration
