2nd Line Support
2nd Line Support
We are looking for highly motivated and experienced Systems Engineers to join a leader in
Total Technology Outsourcing working with financial organisations who manage large amounts of risk and need robust, highly available, compliant IT systems with low internal ownership and management of platforms.
The ideal candidate would be self-motivated and have experience working
as part of a service desk supporting and managing standard workplace technologies such as
TCP/IP networks, Microsoft Windows Desktop/Server Infrastructure, Directory Services,
Messaging, Blackberries and Citrix,
Core Competencies
Excellent customer service skills, including a professional and helpful telephone manner, the ability to relate effectively to users with differing levels of skills and experience
A solid grounding in networking and standard workplace technologies (primarily
Microsoft desktop)
Good organisation skills with a logical, analytical approach to problem solving and the ability to prioritise work to meet deadlines and to cope with fluctuations in workloads
Willingness to record, capture and document all tasks and projects without exception
Ability to maintain control of support incidents, particularly if the user is frustrated or under pressure
Ability to work on your own initiative whilst at the same time adhering to strict polices and procedures
The ability to prioritise work and manage expectations on customer and managers
Embracing a culture of best practise, process, compliance and continuous improvement
A demonstrated flexible and committed work ethic with a drive to continually go beyond the status quo
Proven success in contributing to a team-oriented environment
Excellent communication (written and oral) and interpersonal skills
Knowledge of ITIL Service desk and incident management disciplines
Key Responsibilities include
* Working as part of the Service Desk providing 1st 2nd line PC, and network support.
* Logging and prioritising incidents using Service Desk processes
* Responsible for ensuring incidents are logged with third party suppliers and other
* departments as required
* Ensure all logged incidents have been assigned to a Service Desk Engineer and
* information if captured correctly through incident lifecycle
* Raising purchase orders on behalf of the customer
* Responsible for escalation of incidents to relevant management as required
* Conducting meeting and server room inspections on a regular basis
* Managing user expectations and ensuring user acceptance for all incident resolutions
* Maintaining incident management software
* Remote management of business-critical products and service levels, PC and server
* configuration and onsite support
* Out of hours scheduled/planned work (Chargeable)
Skill Requirements
Essential
A comprehensive technical grounding and experience of supporting Windows
Desktops, Laptops, Microsoft Office, Blackberries, Internet, Remote Access Software
and Printers
Basic Active Directory Administration
Role typically favours those who are fully or part qualified. Relevant MCP, MCSA or
MCSE qualifications are a strong bonus.
Desirable
Citrix Administration
Exchange Administration
Data Centre cabling, racking and patching
Virtualisation VMware Server Administration
Qualifications
Essential
2.2 Bachelors Degree or equivalent relevant experience
Desirable
MCSA or MCSE
The JM Group and JM Digital are operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions.
The JM Group and JM Digital are an Equal Opportunities employer and we encourage applicants from all backgrounds.
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