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This job has expired

2ndLevel Deskside Support Representative IT Engineer

Employer
Undisclosed Company
Location
Wrexham
Salary
Up to £31000 per annum
Closing date
29 Jul 2021

View more

Sector
IT
Job Type
Contract
Hours
Full-time

Roles and Responsibilities:

Handle daily technical support activities on desktop support.
* Setup desktop computers and peripherals and test network connections.
* Install and test desktop software applications and internet browsers.
* Test computers to ensure proper functioning of computer systems. Train end users on usage of computer hardware and software.
* Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
* Adhere to policies as per corporate manuals and directives.
* Extend computer support for systems' software and hardware.
* Setup computers and install software for various applications and programs.
* Interact with staff on desktop problems and their resolution.
* Network and connect computers within organization to better communication.
* Maintain computer peripheral devices like printers and resolve associated problems.
* Interact with other L2 technical support team to resolve any issues
* Oversee and update assigned support service requests.
* Point of contact for any issues within the locations. Coordinate with respective support to resolve the issues.
* Responsible for hardware movement activities including desktops and peripherals.
* Created and maintained company asset inventory for all computer hardware.
* Organize and built IT documentation including standard operating procedures, knowledge base and reports.
* Responsible coordination with vendor for any hardware failure

Skills Required:
* 3 to 5 years Extensive experience with desktop hardware, software applications, operating systems (OS -Windows 7/10) and network connectivity.
* Expert technology problem solver. Identifying issues, repairing problems, helping users, updating systems, installing new hardware and software, troubleshooting computers and basic networks, documenting systems, and supporting the IT department.
* Good communication, interpersonal and problem-solving skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, need a strong technical understanding of the hardware, software and networking systems being supported.
* Knowledge on Linux and MAC OS setup on desktop computers

- Support in the event of incidents and drafting of procedures;
- Support of users on various industrial IT systems and several IT systems of the site:
- Software - WSP WONDERWARE, INTOUCH, SIEMENS IHM, computer-aided weighing, programmes, EBR (Electronic Batch Record), CTM (centralised technical management), serialisation, OEE (Overall Equipment Effectiveness), CEM (centralised environment monitoring, etc.)
- Hardware - Apple (MAC OS/IOS), iPhone/iPad Tablet, Microsoft Windows 7 / Windows 10, Office 365, video-conferencing tools from Microsoft, Cisco, BlueJeans and Fuze
- Observe and participate in the implementation of improvements and upgrades of the Client's information system.

* Hardware IMAC Support:
o Provide work space and utilities for support personnel including desks, bench space, telephones, network access and power.
o Troubleshoot, diagnose and resolve the tickets which required onsite support
o Support all end users devices & their accessories (not limited to Desktop / Laptops, Mac, Telephones, Smartphones, Tablets, Video-conferencing systems, printers, printer consumables)
o Collect hardware as part of user's leavers process
* Asset Management:
o Maintain asset register including hardware and software
o Alert Customer in case of licensing issue (Software)
o Manage non-standard intervention / software installation
o PC and other devices logistics Management
* Software IMAC and configuration:
o Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
o Perform Soft IMAC, Image loading where this cannot be executed remotely
o Bios, Drivers, Software deployment on end user devices
o Deployment of mobile apps
* Hands and feet support on all devices
o Meeting room support and conference room devices Printers
o Laboratory and manufacturing devices
* Support to Organizational Events
* Customer 3rd Party Support and Co-ordination
* Infrastructure on-site support and interventions in coordination with Client partners
* Offsite Backup and tapes management
* Maintenance Activity / logistics support in coordination with Third Parties.
* Perform remote troubleshooting through diagnostic techniques and pertinent questions
* Determine the best solution based on the issue and details provided by customers
* Walk the customer through the problem-solving process
* Direct unresolved issues to the next level of support team
* Provide accurate information on IT products or services
* Record events and problems and their resolution in logs
* Follow-up and update customer status and information
* Pass on any feedback or suggestions by customers to the appropriate internal team
* Be responsible for new starter setup and repossession of leavers equipment,
* New User Onboarding - present IT and provide new user IT inductions,
* Manage relationships with vendors and ensure high-availability of business-critical IT systems,
* Provide user trainings and continual development
* 1st/2nd line Network support and troubleshooting
* Work in collaboration with partner for infrastructure support and infrastructures projects.


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