2nd Line Support Engineer - Driffield

2nd Line Support Engineer - Up To 30,000 per annum - Driffield

Principal IT are proud to be supporting a leading provider of modular buildings for various sectors, such as education, healthcare, defence, and justice. In this role you will play a vital part in supporting their future strategy. They are looking for someone who is passionate about continuous professional development and has an innovative approach to incorporating new technologies into their operations.

I'm looking for a highly motivated Desktop Support Technician who is ready to make an immediate impact for my client. If successful you will be responsible for providing 1st and 2nd line IT support to all customers, ensuring the highest levels of customer service are maintained.

Working to ITIL principles, the successful candidate with ensure that all IT policies and procedures are maintained whilst proactively reviewing and evaluating emerging trends from a client perspective, to maintain the current and future business needs.

Key Responsibilities:

• Maintain an accurate and up to date record of all issues encountered, the corrective steps undertaken, and any resolutions found during the investigation.
• Perform diagnostic tests and troubleshooting to identify customer issues.
• Completing builds of Laptops, mobile phones and iPads especially around the decommissioning and reprovision of newer devices at expiry.
• Undertaking repairs on all equipment.
• Processing leavers on our systems, including unassigning equipment and preparing hardware for the next potential user.
• Triaging old and new issues within the proper channels to give a more efficient service.
• Take ownership of customer issues and ensure they are carried through to completion.
• Maintain the customer services levels as offered in the enterprise Service Level Agreement (SLA) - In line with business priority.
• Understand the functional requirements of customers to ensure the most appropriate solution is identified, evaluated, tested and implemented - speedily but accurately.
• Procure, Install, Configure, Distribute and Maintain customer hardware, operating systems and applications.
• To maintain the asset database ensuring costs are controlled, items are fully accounted for and available to honour departmental deliverables.
• To be proactive and observant with any potential security risks if identified and feedback to the Service Desk Manager.
• Talking to customers over the phone or via chat/email to capture, record and resolve technical problems experienced.
• Attend educational programs, workshops and seminars to stay up to date with developments in the IT industry.
• To be able to have flexibility with varying day-shift patterns.
• To manage and contribute to strategic projects as identified by the Service Desk Manager.

Key Requirements:

• 3-5 years previous customer facing support role, ideally technology related.
• Imaging and build skills, for both Laptops and Mobile Phones.
• Excellent communication and people skills
• Great problem solving and methodical approach to diagnose issues promptly.
• Hands on, flexible and pro-active approach with willingness to learn.
• Team player who enjoys sharing knowledge with colleagues and approaches their work with enthusiasm.
• Highly organised with excellent time management skills and ability to work without supervision
• Good working knowledge of MS Windows - Ideally workplace specific.
• Understanding of Windows Server, MS Exchange and AD (Users and Computers)
• Good working knowledge and support of wireless technologies.
• Experience of mobile device and application management across Microsoft, Apple and Android platforms.
• ITIL Foundation Certified (Desirable)
• Airwatch Mobile Device Management (Desirable)

Other Requirements:

• Full UK Driving License & access to your own transport

The Package:

If successful our client is offering a salary of up 30,000 per annum, favourable holiday allowance, company contributed pension scheme and opportunities for professional development including training and advancement.

How to Apply:

If you are interested in hearing more about this 2nd line support engineer vacancy or interested in applying for the role please email me at or contact Principal IT Directly on LinkedIn.

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