2nd Line Support Engineer

Our client based in London (Moorgate) is actively looking to recruit an IT Support Specialist on a 3 month rolling contract.

Role: IT Support Specialist – 1st and 2nd Line Support

Location: London (Moorgate)

Rate: up to £19 per hour

Essential Skills: Novell Groupwise

Main Function of Job:

To participate in the IT Incident Management Team by responding to incidents that have been logged by the IT Service Desk, providing support to users on whatever range of hardware and PC-based applications are authorised for the efficient functioning.

To ensure the smooth day-to-day running of the Centre’s IT systems, maintaining the highest level of work standards and customer service.

Main Duties:

§ Provide first- and/or second-line resolution support to users for both incidents and service requests, using the Service Desk tool to log, update, track, monitor and close calls. Escalate calls to the third line team/manager as required.

§ Create and/or follow diagnosis/resolution documentation for incidents, work-arounds, installations, etc. Contribute to and keep up to date the IT knowledge base.

§ Configure, install and test PC hardware, software, cabling, security devices, etc. to agreed procedures and instructions. Image PCs either individually or in bulk.

§ Perform standard hardware fixes (hard disc, network cards, memory, etc.) including server maintenance as directed by the Infrastructure Team.

§ Maintain accurate records and documentation on hardware movements, liaising with the appropriate departments regarding asset tracking in order that configuration management records can be maintained.

§ Maintain and enforce the use of virus-checking software on PCs and networks.

§ Maintain hardware and software security, on all computer equipment.

§ Provide user training for standard applications such as GroupWise and VoIP.

§ Ensure that security back-up procedures are enforced.

§ Provide assistance to local venue services teams, if required, with supporting audio-visual equipment or any other duties as may be assigned by your manager.

§ Utilise remote software diagnosis tools to support multiple locations.

§ Provide emergency telephone cover for the IT Service Desk.

Essential:

§ First-, preferably second-line, support of PCs and peripherals

§ Software installation and PC configuration in a networked environment

§ Familiarity with a wide range of software packages (primarily MS Windows, Office and Novell GroupWise)

§ Familiarity with Blackberry handhelds in an enterprise environment.

Send your CV ASAP – Further Details on Application

If this role is inappropriate, please reply with CV and identify your ideal position. Also, forward the spec to anyone you believe may be interested as we offer a referral scheme

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