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2nd Line Deskside Support Representative IT Engineer Slough

Employer
Manpower
Location
Slough, Berkshire
Salary
£29000 - £30000/annum
Closing date
26 Nov 2020

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Job Sector
IT
Contract Type
Temporary
Hours
Full Time
Place of performance of Services: Slough Berkshire

Expected Working hours: Monday to Friday 9am to 5.30pm

Main responsibilities / job expectations

* 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 Coordinate within Vendor and Level 3 support team, Level 2 Backline and Service Desk teams for ticket resolution
o Schedule Supported Device installation, Software and Hardware activity with End User at their convenience in order to minimize disruption
o Participate in war room during major incidents
o Manage any end-user service requests (e.g. desktop, mobile) which require local interaction
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
o Printers
o Laboratory and manufacturing devices
* Support to Organisational Events
* Customer 3rd Party Support and Co-ordination
* Infrastructure on-site support and interventions in coordination with Client and/or 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
* Identify and suggest possible improvements on procedures and instructions
* Be responsible for new starter setup and repossession of leavers equipment,
* New User On-boarding - 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 client partner for infrastructure support and infrastructures projects.

Experience:

Experience:
* At least 5 years of experience in an IT Support
* Technical experience in IT Systems management and desktop support,
* A Bachelor's in a relevant field preferable or equivalent experience,
* Exposure to ITIL v3, specifically in the area of incident/request, problem & change

Experience:
* At least 5 years of experience in an IT Support
* Technical experience in IT Systems management and desktop support,
* A Bachelor's in a relevant field preferable or equivalent experience,
* Experience with the following systems: OSX, Windows - system & applications, mobile, …,
* Proven experience as a help desk technician or other customer support role
* Good understanding of computer systems, mobile devices and other tech products
* Ability to diagnose and resolve basic technical issues
* Proficiency in English
* Good communication skills with strong customer focus
* Customer-oriented and cool-tempered
* BSc/BA in IT, Computer Science or relevant field

* Excellence knowledge of the IT workplace environment:
* Operating systems - Windows, Mac OS
* Mobile devices (IOS, Android)
* Microsoft Office O365 applications (Outlook, Word, Excel, Visio, Project…)
* Proficient on:
* Visio conferencing systems (Skype, Bluejeans, Cisco)
* Printer Support
* Network - Desktop Patching
* Active Directory / Exchange
* Experience with Microsoft Windows and Office suite, Active Directory (AD), MDM, AV.
* Good understanding of Network, Security, Telecom Technologies.
* Experience working with Apple MAC

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