2nd Line IT Support Technician

We are currently recruiting for an experienced 2nd line IT Support Technician for our busy and expanding IT team in our centrally located London Holborn office.

As a 2nd line IT Support Technician you will provide 2nd line technical support staff and will work with applications/systems to undertake analysis, diagnosis and resolution of staff problems. Your main responsibilities will include:

• Logging calls from 1st line telephone overflow.
• Provide 2nd line support to users via Telephone, Lync, Email.
• Ensuring constant and consistent communication is undertaken for any open requests.
• Building the Service Desk Knowledgebase.
• Process all new starter and leaver request as per departmental procedures.
• Build rapport and elicit problem details from Service desk customers.
• Ownership and management of all calls taken, including responsibility for the resolution, escalation and final call close
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting where and when available.
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes at the desktop level, including installing and upgrading software configuring systems and applications.
• Perform post-resolution follow-ups to helpdesk requests.
• Develop help sheets and frequently asked questions lists for end users.
• Plan, evaluate and propose improvements to the helpdesk systems and procedures to maximise the reliability, availability and serviceability of IT resources and respond appropriately to meet business needs and in accordance with agreed service levels.

The following will be required for this role:

• Analytical approach with good questioning & listening skills.
• Confident phone manner and strong written communication skills.
• Excellent customer service skills with an understanding of call handling, prioritisation and call escalations.
• Ability to work well in a team whilst under pressure.
• Confident and self-motivated with a positive can do attitude.
• Strong knowledge of Microsoft Office Packages.
• Solid experience of operating systems, with particular emphasis on Windows 7 windows 8 and Windows 2008 R2/2012 Server.
• Experience of support tools – PC anywhere, Bomgar, SCCM,
• Strong knowledge of Active Directory.
• Broad general IT knowledge with the ability to pick up and learn new technologies quickly.
• CA USD or relevant Helpdesk system experience.
• PC Hardware configuration and troubleshooting.
• Occasional weekend work will be required.

The salary for this role is negotiable and we offer an extensive benefits package, which includes private healthcare, discounted gym membership, season ticket loans and a contributory pension scheme.

AECOM is a premier, fully integrated infrastructure and support services firm, with a broad range of markets, including transportation, facilities, environmental, energy, water and government. The recent incorporation of URS furthers AECOM’s standing as a leader in all of the key markets that it serves.

With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and project managers— the company serves clients in more than 150 countries around the world. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering solutions that create, enhance and sustain the world’s built, natural and social environments. A Fortune 500 company, AECOM has annual revenue of approximately US$20 billion.

We are a growing and vibrant organisation offering excellent benefits and employment conditions. We are committed to your individual career development and are proud to be able to offer a range of exciting projects as well as a variety of career directions for all our staff. We are an Equal Opportunities Employer.