2nd Line Technical Support Engineer

An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a 2nd Line Technical Support based on their customer site in Preston, this is a Full-time, permanent role to start ASAP. Covering shift 7am - 7pm Monday - Friday, the role is paying up to £23,500 per annum depending on experience

Summary

The successful candidate will join an IT service delivery command centre team delivering managed service solutions. This role provides incident management and rapid response activities to major incidents for multitude of secure clients within the Hub

Hours: 12hour shifts, either 07:00 - 19:00 or 19:00 - 07:00 on a rota basis ie: 2nights on, 3days off then 3days on, 2days off

This role operates in 24x7 environment, covering 12 hours shifts of days and nights. Full details of this pattern will be discussed with successful candidates at interview.

Because of the nature of support the ideal candidate will need to be SC security cleared or able to obtain it. British nationals only.

£1000 Bonus paid half upon joining and half after 6 months (passing probation)

Shift allowance £3 per hour

Responsibilities:

• Manage and resolve service impacting incidents
• Work closely with the event management team in proactively resolving events before they become service impacting
• Pursue continuous improvement through identification of first-time fix, documenting and mentoring the Service Desk with new procedures.
• Develop own skills to reduce Mean- time -to- resolve; avoid passing cases to other resolver groups
• Work closely with iSolve to identify and implement automation
• Creation and ownership of application failover procedures
• Provide technical leadership during the resolution of Major Incidents
• Assist the Service Desk during busy periods
• Proactive management of events from event management tool daily reports.
• Escalation of critical events to the command centre technical groups and shift commanders
• Feed into the continual service improvement process by identifying changes and improvements to event configuration
• Maintain service CMDB information to accurately report service impact for triggered events and incidents.

Essential Skills:

• Previous experience in a similar role
• Knowledge of Windows 10 operating system and associated technologies
• Hardware and Software fault diagnosis skills and troubleshooting
• Excellent customer service skills
• Ability to achieve SC security clearance

Desirable knowledge / experience:

• Monitoring Tools
• Ticketing Tools - ServiceNow ideally but not critical
• VMware vCenter
• Windows Server
• RedHat
• Windows Desktop

Benefits package including personal pension plan, and various other flexible benefits including private medical cover, life insurance, and flexible holiday to name a few.