2nd Line Engineer - Deskside
Location
Coventry | United Kingdom
Job description
About Our Client
Our client is a respected entity within the retail industry, boasting a large workforce spread across multiple locations. The company specialises in providing a variety of high-quality products and services to its customers. They have a robust technology department that plays a key role in their operations.
Job Description
2nd Line Engineer - Deskside
Face to face 2nd Line IT Support Engineer responsibilities should be:
- Provide exceptional customer support by promptly responding to and resolving IT infrastructure issues reported by clients. Support will be required on a shift basis, between the core operational hours of 8am and 8pm, Monday to Friday, with some weekend work (TBC).
- Troubleshoot and resolve hardware, software, and network-related problems in a timely manner, adhering to established service level agreements.
- Become the main point of contact between the IT team and the Operations team: attend the Operations team's regular stand ups, carry a radio in order to be available for urgent support requests from the Operations team, fully engage with and become the IT team's representative on Operations projects, work with the Operations team to identify technical improvements and opportunities.
- Perform regular system monitoring, maintenance, and performance tuning to ensure optimal performance, availability, and security of IT infrastructure systems.
- Collaborate with clients to understand their requirements and provide expert guidance on IT infrastructure solutions that align with their business objectives, while ensuring compliance with IT security practices.
- Manage assigned IT projects, including defining project scope, objectives, timelines, and deliverable, and ensure successful project execution, with a focus on security considerations.
- Provide end-user (office and warehouse) support for computing hardware, including Windows laptops, desktops, mobile devices, PDAs and other end-user devices.
- Create and manage documentation, including system configurations, technical procedures, project plans, and user guides, incorporating IT security guidelines and best practices.
- Collaborate with cross-functional teams to troubleshoot complex technical issues and provide expert resolutions, while maintaining the highest IT security standards.
- Stay updated on industry trends and advancements in IT infrastructure technologies and security practices, and proactively recommend improvements and strategies to enhance IT infrastructure operations.
The Successful Applicant
2nd Line Engineer - Deskside
A successful 2nd Line Engineer - Deskside should have:
To be successful in this role you will need proven experience in supporting and maintaining IT systems, with a focus on user-centric support of technologies such as Microsoft Windows, Microsoft 365, Active Directory and end user devices such as laptops, desktops and mobile devices. Linux knowledge would be beneficial.
Other key required skills are:
- Expertise in providing customer-facing support and excellent interpersonal skills.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving abilities with a keen attention to detail.
- Ability to work across multiple levels of support, including 1st, 2nd, and 3rd line, and handle service desk tickets efficiently.
- Ability to work independently as well as collaboratively in a team environment.
- Familiarity with ITIL best practices and experience working within an ITIL framework.
- Knowledge of networking concepts, protocols, and security practices, including familiarity with IT security concepts.
What's on Offer
- A competitive salary of around £35,000 per annum
- 23 days holiday plus bank holidays
- 5 days sick pay
- Access to the NEST Pension scheme
- A discretionary Christmas bonus
- Access to various staff benefits (staff discount, etc.)
Don't miss this opportunity to advance your career as a 2nd Line Engineer - Deskside in the retail industry. Apply today! #J-18808-Ljbffr
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