Level 2 Field Support/Service Desk Engineer (IT)
Level 2 Field Support/Service Desk Engineer 6 Month contract initially Based: London - F/T onsite Rate: Market rates (via Umbrella company) We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We a great opportunity for a number of Level 2 Field Support/Service Desk Engineers. Key Responsibilities: Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for end-users. * Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS. * Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date.
- Diagnose and troubleshoot hardware and software issues.
- Assist with the maintenance and administration of IT systems.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Prioritize incidents and service requests according to defined criteria and follow
- Identify trends and contribute to finding solutions for problems or challenging issues.
- Assist in managing major incidents with a focus on end user communications
- Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure,
- Receive and document knowledge/solutions from Level 3.
- Author, edit and review knowledge base articles following the KCS methodology for
- Identify opportunities to automate processes or shift to the Level 1 team.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the
- Build rapport and elicit problem details from service desk customers.
- Drive best practices and encourage end users to utilize the tools and processes we
- Ideally 3+ years of Level 2 - IT Service Desk Support experience
- Experience with ServiceNow - ITSM ticketing tool
- Experience with remote desktop support tools
- Must have technical knowledge on Windows Operating system including configuration, administration, and troubleshooting.
- Must have Networking Knowledge of TCP/IP, DNS, DHCP, & VPNs, along with ability to troubleshoot network connectivity problems
- Ability to diagnose and resolve hardware issues including identifying malfunctions & replacing faulty components.
- System administration experience with AD, cloud platforms and other system admin tasks
- Advanced troubleshooting skills for both software and hardware issues and ability to use advanced tools and techniques
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