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2nd Line Support - IMAC Technician

Expired
  • Salary: £25000 - £28000 per annum + benefits
  • Job type: Permanent
  • Location: Newport
  • Sector: Other
  • Date posted: 20/04/2018
  • Job reference: J382919A

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Onsite Technician - IMAC

We have an opportunity for an experienced Onsite IMAC Technician to join Experis on a permanent basis. You will be working as part of our Employed Consultant team, on site with a multi-national technology company. This is a chance to be part of an award-winning organisation whose key priority is investing in its people.

Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively.

Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development.

The role;

  • Diagnose and solve IMAC incidents in the workplace, therefore must be able to be to be autonomous in this type of function,

Responsibilities

  • Ensure that incidents are responded to according to contractual SLAs/KPIs and agreed standards and procedures,
  • Ensure incident records are updated regularly,
  • Participate in all relevant training and also provide training and coaching on technical issues where necessary,
  • Respond to escalated, complex and high impact calls in a timely fashion,
  • Escalate complex incidents and requests to the relevant escalation point as required,
  • Manage the basic configuration of front and back office applications,
  • Carry out allocated support tasks and support any new monitoring or support requirements,
  • Take VIP calls via a dedicated VIP line and log new incidents in the appropriate manner,
  • Create and manage scheduled and one-off call reports,
  • Adhere to effective and efficient service management policies, and to technology standards as implemented and enforced,
  • Monitor own workload to ensure calls are updated when a resolution is not immediately available,
  • Support telephone ingress in line with S1 during periods of high call volumes.

Required Skills

  • Minimum of 2 years' experience in a IMAC technician role,
  • Ability to communicate effectively, both verbally and in writing, at all levels with a customer's organisation,
  • Ability to build and maintain positive relationships whilst providing support and guidance to maximise team performance,
  • Common recruitment applications, services and suppliers,
  • ITIL Foundation v3.

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