Second Line Desktop Support Engineer (Wintel)

My client is a global service and outsourcing company. They are looking for a desktop IT engineer to deliver service on either projects based assignments or on business as usual support activities in line with, but not restricted to the main duties and technical skill sets requirements as laid out below.

Main Duties

The main responsibilities for this role will include, but not be limited to the following:-

Working as part of a BAU support team on Remedy stacks to provide Incident / Service request resolution within defined SLA’s, which will include but not limited to:-
Incident investigations and resolution to service level agreement
Service request provision to service level agreement
Client communication
Call logging where appropriate and necessary
Ensure all call information is kept up to date using the relevant management information systems, i.e. Remedy for incidents, service requests, change and problem management
Hardware installation configuration diagnosis and rectification.
Operating system, installation, configuration diagnosis and rectification
Application installation, configuration, diagnosis and rectification
Adherence to ITIL process, change management, incident management, problem management.
Liaison with other elements of the Service delivery, project management and the customer to ensure effective customer focused resolution of incidents and service requests.
Ensure all relevant documentation is kept up to date
Creation of documentation relevant to implemented hardware, OS, applications, process and procedure.
Capture and report on incident & service request data to improve team performance against KPIs
Identify trends in Incidents to ensure effective problem management enabling reduction in call volumes.
Assist Consultants and Project Managers in the delivery of project work.
Deployment/decommission PCs
Contribute to standards documentation, project plans, and handover to support documentation. Also presales (work breakdown, estimates) if required.
Work with consultants, and other technical staff such as network engineers, developers etc. either from client or third-party, as and when required.
Assist Consultants and Project Managers in identifying customer requirements and business opportunities
Work closely with project managers to ensure technical delivery of projects.
Identify potential technical obstacles, risks and issues
Train and mentor less experienced staff where required.Skills and requirements include

Personal Attributes

Excellent communication skills (Internal and external) both written and oral, good telephone manner
Organised and self motivated with excellent Management of own time and workload
A team player is essential with a proactive attitude to collective responsibility for the team and its workload
Flexibility in approach and willingness to take on new challenges
Able to work under pressure in a demanding environment
Customer focused
Logical thinker

Qualifications and Experience- Desired to have at least 2 of the following

3+ years experience of desktop and or infrastructure installation configuration documentation and support in a large commercial or public sector environment.
ITIL Foundation or equivalent awareness.
MCP and or MCSE/MCITS or equivalent.
VMware VCP
Citrix accredited professional
Cisco CCNA

Technical Skills -Desired to have 6 or more of the following

Microsoft desktop operating systems up to Windows 7, Windows 8
Server 2003, 2008, 2012 installation, configuration, administration and troubleshooting
Citrix Xenapp, Xendesktop
Implementation, Administration, Configuration and Security for Active Directory, Citrix
SCCM
Powershell
Exchange 2010
MS Outlook
MS Office Pro up to 2013
TCP/IP, Routers, VPN
Hardware familiarity, PCs, Servers Laptops, Printers, Scanners, Wyse Terminals,MFDs etc
IE, Google Chrome
Active Directory
Sophos AV
Sophos Safeguard
Adobe Reader (Standard / Pro)
VNC, Remote Assistance, Terminal Server
Remedy on Demand
Ipad, Iphone, Mobile Iron MDM,
Uniform, MapInfo, CAD, Iworld
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