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IT Support Engineer - L2

  • Salary: £20000 - £25000 per annum + benefits
  • Job type: Permanent
  • Location: Derby, Derbyshire
  • Sector: Infrastructure & Support
  • Date posted: 02/01/2018
  • Job reference: J378763A

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IT Support Engineer - 2nd Line

We are actively looking to secure a 2nd line IT Support Engineer to join Experis as one of our expert consultants, delivering services to our clients.

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.

Job Purpose

The primary function of the L2 Engineer is to work as part of a larger L2 team that are responsible for the handling of calls that have been initially logged and diagnosed by the L1 team, Service Request Management team and VIP's for the client. The issues handled by the L2 team are varied in nature from customers using a wide variety of client specific hardware and applications.

Key Duties & Responsibilities

  • Ensure that incidents are responded to according to contractual SLAs/KPIs and agreed standards and procedures.
  • Ensure incident records are updated regularly, with fixes documented in the knowledge base and act as technical support for S1 Engineers and SRM agents.
  • Maintain documentation on SharePoint and Wiki.
  • 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.
  • Take responsibility for running, documenting and where possible improving the client's payroll support processes,
  • Manage the basic configuration of front and back office applications (such as Adapt, MAX and Searcher), set up and manage branches, cost centres and client transfers
  • 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.
  • Work with the project and operational teams to facilitate the on boarding of new technologies, supporting product releases and roll out of new services, following new processes and liaising where appropriate with partner support teams.
  • 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
  • To maintain effective, professional working relationships with all the client's IM colleagues and Operational staff
  • Undertake any other reasonable tasks as directed by line management

Skills and Qualities

  • 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
  • Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous
  • Business awareness; display a working understanding of both the client and customer environment
  • Logistical; articulate and methodical, analytical, numerate and literate, work well under pressure, excellent time management, good team worker, ability to multi-task
  • Personal attributes; punctual, tenacious, innovative, work on own initiative

Technical Skills

  • IT associated payroll processing tasks and methods
  • Managing successful delivery and stakeholder expectations, whilst working in a fast-paced environment and to tight deadlines and resources
  • Relevant 2nd line and SLA experience, including 2nd Line fault diagnosis on all types of incidents
  • Windows, MS Exchange, Active Directory, Cisco phones, printers, fax machines and excellent technical skills
  • WAN/LAN environment and terminology, IT infrastructure and services.
  • Smart phones, Dell, HP and Lenovo laptops/desktops, HP thin clients.

Desirable Skills

  • Common recruitment applications, services and suppliers
  • ITIL Foundation v3
  • Citrix XenApp
  • RES Workspace Manager
  • Experience and knowledge of MFD's, printers, fax machines
  • Technical qualifications (e.g. Microsoft certification, Cisco etc.)
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