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2nd Line Support - Microcomputer Technician

  • Salary: £25000 - £28000 per annum + benefits
  • Job type: Permanent
  • Location: Newport
  • Sector: Infrastructure & Support
  • Date posted: 09/03/2018
  • Job reference: J382919A

Onsite Technician - Microcomputer

We have an opportunity for an experienced Onsite Microcomputer Technician to join the Employed Consultant team here at Experis.

The role;

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


  • 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 microcomputer technician role,
  • Technical skills - Wintel, Citrix, lotus notes, mail tools, diagnosing incidents,
  • 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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