1st Line Technical Support Engineer - Temporary, 3 month contract

Delaney Browne Appointments ,
Burghfield Common, Berkshire
More Details
Contract Type: Contract
Salary: £12.5 per hour

Overview

Are you an experienced IT Support Engineer looking for a fulfilling role in the charity sector? Our client, a well established charity are looking for a 1st line Technical Support Engineer on a temporary basis to help in the IS team on a 3 month contract. Responsibilities: To provide 1st line IS technical support to IS users from all sites and remotely based workers To record all IS related queries and issues reported to the Service Desk by telephone or in person by users as incidents in the call management system To monitor and respond to automatically logged incidents within the call management system To identify and escalate incidents outside of 1st line support capabilities to 2nd line support provided by the Senior Support Technicians. To identify incidents related to other IS departments and transfer to the relevant departments support team as required The role requires a good IS technical knowledge combined with excellent troubleshooting & problem solving skills along with strong customer service skills To provide technical advice and solutions to incidents and problems to all IS users from Director level down The role deals with technical queries requiring solutions within a structured service delivery framework. Consulting with the Lead Support Technician, Senior Support Technicians as required Taking a key role in ensuring IS customer satisfaction. To implement technical solutions and improvements to user capability and self-sufficiency in technology and applications The job directly affects service provision to all sites and home workers including blind and partially sighted users The role has a direct impact on the overall efficiency of the IS service to all users including staff, volunteers and Trustees, ensuring that the department understands and is focused on the top priority issues The Support Technician will plan and organise their workload based on the priority needs of users, remote sites and any other initiative as directed by the Lead Support Technician The role is responsible for identifying possible issue trends and potential risks with the remote site technology and user IS capability, providing recommendations to the Lead Support Technician and Service Delivery Manager A knowledge of Microsoft operating systems and applications is required The ability to manage customer expectation and respond immediately to high priority incidents, with the flexibility to handle multiple incidents concurrently in a high pressured environment is key Experience required: Experience of working in an IS Service Desk environment providing 1st line level IS support in a multi-site organisation including remote workers. Experience of administering Microsoft Active Directory. In particular; user account creation, granting permissions to AD objects. Experience of communicating with external suppliers who are involved in service delivery to ensure service levels are maintained Experience of guiding users, peers and other IS staff who influence service delivery Proven strong ability in customer service, building and maintaining relationships with users at all levels Ability to deal with end users who may be stressed, effectively managing customer expectations Proven experience with: MS Office 2010 applications, MS Windows XP/7, PC hardware (Laptops, desktops, Printers etc.), Apple Mac hardware and software, Microsoft Windows Server 2008/2012/2016, Microsoft Exchange 2010/2016, Microsoft Active Directory, IP Telephony (Cisco), IP Video Conferencing Proven hardware and software troubleshooting of PC compatibles Proven troubleshooting within a networked environment including remote access Proven awareness and knowledge of networking principles and practices Pay : £12.50 - £15.00 ph depending on experience

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