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The role will primarily be provision of 2nd and 3rd line support with escalation to 4th line if required. You will also have supervisory responsibility for 2nd line engineers.
Client Details
The client is a public sector client in the Midlands who are looking to recruit for their IT Support Team which has vacancies due to internal promotions.
Description
MAIN RESPONSIBILITIES:
- To provide level 2 and 3 technical support capability, to carry out appropriate customer problem solving activities, including invoking external support as necessary.
- To deliver an effective, high quality service to the organisation and all its customers. Research customer issues in a timely manner and follow up directly on recommendations and action plans for resolution.
- To manage and work with suppliers/partners to deliver an effective and efficient seamless service provision as required.
- To provide required documentation to the prescribed standard for the service teams and ensure any change in procedure and/or documentation is available to relevant parties at the earliest opportunity.
- To help to create new knowledge base articles to share information for reuse throughout the team and customer base (where necessary).
- To diagnose faults with technical systems and take appropriate action, escalating as necessary ensuring proper recording, investigation, identification and resolution.
- To maintain/enhance working knowledge of emerging technology and industry best practice, gaining knowledge and expertise through hand-on experience, self-study, and other agreed learning environments.
- To technically support the operation and control of the ICT estate as required to maintain, deliver and support IT services and products to meet the needs of the force.
- To be familiar with and support the aims and objectives of the team, department, contributing to the overall vision of the directorate and organisation.
- To take individual responsibility for fully understanding, and acting upon, situations that require the pursuit of purpose over process.
- To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required.
- To delegate for the Specialist Technical Support Level 4 as required.
Profile
SKILLS/EXPERIENCE REQUIRED
- ICT (Level 5) professional qualification or equivalent ICT qualification.
- Professional Management qualification (Level 5), or equivalent.
- ITIL certification in IT Service Management, or similar.
- Knowledge and understanding of Industry Best Practice and relevant guidelines such as ITIL v4.
- Significant knowledge of relevant IT technologies and applications their use and application.
- Substantial knowledge, acquired through hands-on experience, in a specialist technical support environment for both hardware and software.
- Desirable: Level 3 Team Leader/Supervisor qualification, or equivalent.
- Experience working within physical and virtual teams, helping to manage workloads.
- Substantial experience in problem solving, solutions development and system management.
- Significant experience of supporting a diverse user base on both hardware and software related issues.
- Complex issue triage, problem investigation and coordination to closure including major incidents.
- Significant experience of Microsoft Products, Network, VMware, Storage and Back-up, Storage, various OS environments and Business applications.
- Ability to drive complex application recoveries in a high pressured area.
- A positive "can do" attitude and flexibility in taking on a broad range of IT responsibilities and tasks at short notice.
- Good attention to detail
- Excellent communication skills
Job Offer
On offer is:
- A competitive salary
- 28 days Annual leave + bank holidays
- Generous pension scheme
- Employee Assistance Programme
- Gym membership discounts
