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Rate: 150 per day
Location: Sheffield (on-site)
Job Title: 2nd Line Support Engineer
Core Purpose: To provide second-level support to users of IT equipment, including desktops, laptops, tablets, mobile devices, and all associated peripherals and software.
Key Responsibilities:
- Deliver face-to-face technical support to users of IT equipment.
- Adhere to established procedures to respond to requests for assistance, offering information to help users resolve their issues.
- Keep accurate records of all issues, resolutions, and contact details.
- Perform installation and routine maintenance of IT equipment and software.
- Build or rebuild IT equipment as needed.
- Conduct user coaching and "How Do I" training sessions.
- Diagnose and resolve hardware and software faults.
- Analyse reported incidents to identify trends and underlying issues.
- Manage the relocation and changes of IT equipment.
- Identify opportunities for improving how technology supports the business.
- Participate in testing new applications and hardware as required.
Requirements:
- Experience in providing IT support to users at all levels.
- Preferably, experience in providing IT support within a banking environment.
- Strong analytical skills to quickly assess situations, their impact, and options for resolution.
- Ability to work under pressure and deliver within tight timescales.
- Excellent interpersonal skills.
- Strong communication skills, both verbal and written
Proven technical support proficiency in:
- MS Windows (all supported versions)
- MS Office (all supported versions)
- MS Outlook (all supported versions)
- Mobile technologies
- Knowledge of Apple & iOS is preferable
- Citrix
- Market data and banking applications are preferable
Additional Information
The role may involve shift work covering the hours between 7am and 7pm
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