Deskside Support Engineer L2

Location: Basingstoke, UK Duration of contract: 6 months (contract to hire) Main Responsibilities include: · Deliver transition program capabilities - knowledge transfer, process and procedure, service & projects take on, technology and infrastructure, contract and vendor management · Design and update run-books · Monitor progress to make sure client deliverables are delivered on time and reported to head of field services · Monitor stakeholder expectations and take corrective action to address gaps · Should be able to multitask and have the ability to handle multiple customers simultaneously · Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets · To provide infrastructure administration functions · Providing on-site cover as part of a shift arrangement · Being prepared to work out of hours when required and to provide out of hours on-call support cover as required · Backing up and restoring settings and associated systems administration activities · Oversee issues through to resolution on all appropriate requests · Trains and orients staff on use of hardware/software/tools presented to the client as a part of overall delivery solution · Performs other duties as assigned Technical Skills: · Knowledge of integrating ITSM solutions for automatic ticket creation and site services support · Strong technical skills in handling user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc. and Microsoft Windows desktop operating systems and business productivity applications i.e. Office · Should have a good understanding of the tools and technology landscape, current trends and applicability in the outsourcing environment · Knowledge of troubleshooting and resolving software issues; reimaging computers/hard drives · Administration experience of MS Active Directory users & groups, policies and management concepts · Knowledge of categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information Business Skills: · Experience of Deskside Level 2 troubleshooting · Preferred if have experience in leading teams of 4-8 deskside engineers · Ability to interact with customers to ensure that the service is efficient and responsive · Provide SME support analytically to a successful conclusion · Ability to interact with cross functional teams of EUC to provide support on any due diligence required to perform the solutioning of the of field services/deskside support project architecture · A self-starter with ability to work on their own initiative Qualification and Experience: · Diploma or Engineering degree along with MSCE or CNE qualification · PMP/ Prince2/ ITIL carries an edge · Minimum 5-10 years related field experience in End User support including VIP support · Installation and configuration – Desktop / laptop/ Printer/ Server/ Networks etc. · Substantial experience Desktop, Workstations, Notebooks and Printers management · Certified Windows Administration · Supporting Windows core technologies · Collaboration experience including remote control of PCs and video conferencing knowledge · Deliverables to include ensuring the proper levels of run and maintain support · Strong Microsoft Office skills (Outlook, Word, and Excel) · Thorough understanding of Outlook's calendaring tool · Understanding of Exchange functional accounts and how they are used within Microsoft technologies · Strong customer handling skills · Strong written and verbal communication skills (English language) · Must be detail oriented and self-motivating · Experience of managing and leading a geographically and culturally diverse team · Background security check is mandatory Working Relationships · Maintain inter-department relationships to resolve client issues · Effectively communicate with extended service providers and IT infrastructure groups · Develop and maintain excellent communication and working relationship with both organization and customer delivery/management teams This job was originally posted as www.cwjobs.co.uk/job/89959575