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2nd Line Support Engineer

  • Salary: Negotiable
  • Job type: Contract
  • Location: Erskine, Renfrewshire
  • Sector: IT, Other
  • Date posted: 23/02/2018
  • Job reference: J381652A

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Role: 2nd Line Support Engineer

Location: Erskine

Duration: 6 months

Rate: £220.00pd

This role provides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technical support to multiple accounts. The role will require a flexible working ethic and a pragmatic approach to IT Support, they will have first/second line support background, and have good customer service and communication skills along with methodical troubleshooting techniques.

  • The group are responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/XP/7.
  • You will provide telephone technical support to end users, on-site engineers and implementation teams where required.
  • The team will investigate, diagnose and resolve incidents/problems experienced by customers where incidents are raised by the Call centre:

Typical issue encountered are;

  • Desktop/thin client hardware and software issues.
  • Laptop hardware and software issues.
  • WiFi, 3G, laptop, tablet configuration support.
  • Peripherals such as scanning devices and removable mass storage units.
  • Using Active Directory to troubleshoot and resolve customer incidents.
  • Using various Citrix tooling related to user sessions.
  • Solving software delivery issues encountered by customer. This involves using HPCA/SCCM console to resolve SMS/HPCA faults/redeliver software.
  • Apply knowledge base fixes to resolve a myriad of incidents.
  • Update, maintain and administer Knowledge base.
  • Bespoke software configuration, knowledge and implementation.
  • DHCP, DNS desktop support administration.
  • Known problem linking and workaround fixes.

Education and Experience Required:

Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience. May hold entry-level or intermediate-level certification(s) in work field. Typically 2-5 years of relevant experience.

Essential Knowledge and Skills Required:

  • Windows 7 embedded
  • Active Directory
  • DNS
  • DHCP
  • Windows Server 2003 and Windows Server 2008R2 Enterprise
  • Solid understanding of technologies/hardware supported
  • General understanding of related technologies
  • Customer Service
  • Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve - with progress towards SC.
  • Candidates should be UK national, no dual nationals should apply

Desirable skills and knowledge/certifications

  • Citrix Xenapp 5 and Citrix Xenapp 6.5 end user support
  • Any Microsoft/Citrix/VMWare certification
  • Appsense Management
  • ThinPrint Management
  • Other virtualization solutions, e.g. VMware
  • Windows 8/8.1/10
  • HPCA
  • App-V
  • Networking

If you believe you are suitable for this role, please send in your CV

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