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Job Description

Skills: 2nd Line Support, Second Line Support, IT Support, IT Technican, ITIL, Service Management, Technical Analyst, 

An IT managed service provider requires a 2nd Line Support Engineer for a long term contract to be based out of their Guildford office location. 

This role would ideally suit someone with between 12-18 months experience in a 2nd Line Support role who is looking to further their experience. 

2nd Line Support Responsibilities: 

  • Ensure assigned call requests and incidents are resolved in a timely manner to meet defined service level targets
  • Problem Determination & Root Cause Analysis; Troubleshooting Integration Errors and Workplace related customer issues
  • Accountability for locally held stock of Desktop/Laptop,/Tablet hardware and other peripherals e.g. printer, display screens, docking stations etc. that are used to fulfil requests, ensuring Asset Procurement and Stock Control processes are followed
  • Adherence to agreed SLA’s in relation to Production availability and incident Management

Required Education, Skills and Qualifications

  • Minimum 12 to 18 months experience in a technical support environment with a very strong all round technical competence
  • ITIL Foundation Certificate in IT Service Management
  • Excellent knowledge of: Desktop PC's and operating systems (Windows XP/Windows7/Windows8), networking and firewalls
  • Experience with: Anti-virus software management and rollout, backup technology, server installation, terminal server, IT security, data replication technologies
  • Experience in server set up, configuration and support - in particular small business server 2003/8 and server 2003/8, Exchange 2003/7/10
  • Ideally Microsoft qualified.

Interviews will take place this week, please submit your CV for immediate consideration.