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2nd Line Technical Support

2nd Line Technical Support




Steve Dignum

01923 224481

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2nd Line Technical Support

2nd Line Technical Support: A major company is looking to secure the services of a 2nd Line Support professional at their site in Epsom

2nd Line Technical Support Key Responsibilities
* General troubleshooting of the company desktop computing environment based on incidents service requests logged via the Global Service Desk.
* Management of all 2nd line incidents and requests assigned to their queue in Service Now
* Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
* Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
* Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
* Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
* Support the set-up of new offices, sites or projects across the local region
* Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
* Develop, review and improve processes to maximize efficiencies within the team
* Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
* Ability to deliver training to audiences across the local region
* Support and adhere to processes outlined in the Business Management System
* Provide weekly/daily reports/time reporting and updates on current issues

2nd Line Technical Support Requirements:
* Demonstrable experience of IT Service Management principles and processes
* High level of proficiency and knowledge of working in a Corporate IT environment
* Experience of working to (and exceeding) Service Level Agreements
* Broad technical understanding of IS services being supported
* Ability to learn, understand, and apply new technologies.
* Strong business focus and customer service skills
* Working knowledge of database/excel structures/tables/configurations
* Proven experience of data analysis and good numeracy, analytical and reporting skills
* A valid driving license is essential as travel will be required to other offices

* Qualifications: Certification from Microsoft
* ITIL V3 Foundation Qualification
* Working knowledge of Service Now
* Customer Service Experience
* IT Service Management expertise
* Stakeholder Management

This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.

Apply now to Steve!!!!!!!!!!!

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