Role: 2nd line Support Engineer Location: London Duration: 6 Months SC Cleared candidates requiredKey responsibilities2nd Line point of contact regarding support for c25,000 members of the judiciary, located and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLAs.To take on responsibilities relating to other Judicial and RCJG IT services in support of escalation of live service issues, delivery of services and investigation/delivery of new requirements.Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;Maintain 'Service Now' log of all incidents raised and resolve incidents in accordance with office standards and the SLA.Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.To provide input into wider team's initiatives. The post-holder will be expected to actively contribute to the team's operational objectives and provide input into how the team can improve and meet its targets;Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.Assess the impact of any changes to MS365 and to identify how this may impact the customer/support team.Assess the impact of change and provide recommendations to stakeholders.To understand the different types of customers and respond to them appropriately.Understand the urgency and skill levels of customer and use discretion when communicating;Ensure complex IT issues can be explained in plain English.Dealing with telephone/e-mail queries from customersContacting and liaising with departmental IT suppliers and representing our interests.Present at IT Roadshows (held nationally)As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained.Follow a build process to build and dispatch laptops to the judiciary.Maintain asset list using standard asset management procedures.Maintain knowledge of the O365 product set and ensure new leases are monitored, understood and assessed in relation of user impact.The successful candidate should be able to demonstrateRecognised IT Qualification/Degree relevant to position.Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;Experience of dealing with incident, problem and change management processes.Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).Experience of working in a 2nd Line team within an IT support environment.Production of support documentation and training materials for both internal support teams and customers.Being able to deliver training to colleagues and customers;Experience of a call logging systems (Service Now highly desirable).