2nd Line Support

The company
The Technology division of Exsurgo is currently recruiting two IT Support Analysts for a global luxury Retailer in Central London. This multi-billion-pound retailer has, through organic growth into the international market, created the need for two business facing and technically astute individuals to join a busy service desk.
This is an opportunity for two experienced IT Support Analysts to work with a market leading Retailer in managing all the day-to-day 2nd line support of end user systems and core applications.

The role
In this role you will be involved with working on various infrastructure projects as well as BAU issues. Your responsibilities will include the following:

• Responding to requests for assistance through various sources including walk-in, service management systems and service reviews
• Services of responsibility include Wyse terminals, wifi, POS, network and voice systems, audio-visual (including digital notice boards), local server & storage systems and EPOS
• Taking responsibility for the timely resolution of calls whether fixing the issue directly or escalating with one of our external service providers, ensuring that call logs and customers are kept up to date at all times
• Providing second line service support to the Service Desk and other support functions including the conveyance of technical and situational information to multiple third party vendors
• Responsible for managing all service outage reports and the subsequent actions that are identified
• Equipping the Service Desk with the knowledge required to understand and make effective decisions on issues they are presented with
• Deploying hardware locally including familiarisation and induction sessions with the customer to make sure they get maximum benefit.

The candidate
To be considered for this opportunity you have to show demonstrable exposure to the following:

• Experience of supporting a broad range of technologies within a Retail, FMCG/ Consumer business
• Strong knowledge of Microsoft 2008, 2012 R2
• Good knowledge of networking principles
• Excellent understanding of Active Directory (group policy), DNS, DHCP
• Experience with VMware, Windows 7 Virtual Desktops
• Passionate about maintain outstanding levels of service

The package

Outside of the base salary of £30,000 – £42,000 this position provides a 20% bonus & significant package.

Successful candidates will be contacted about this role and similar roles.
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