2nd Line Support Engineer

2nd Line Support Engineer - 2-3 month temporary assignment (potential to go permanent) Hereford (hybrid) - Initially office based, 90% home based once settled £27,500 - £34,500 dependant on experience 37 hour working week Responsible for delivery of IT desktop support including 1st and 2nd line IT support across all clients and sites remotely from the main office base: 100 Sites 8000 users Management of External IT suppliers The key responsibilities of this post include:
Provide 2nd line support to all end users within SLA timescales Support and maintenance of all desktop, mobile and end user devices Support and maintenance of desktop software and applications Keeping accurate and up to date records of work undertaken, physical assets and software Deliver desktop level IT security, including anti-virus, encryption and port encryption Managing desktop environment and software according to defined standards and using a set of standardised support tools Develop, package, test and deploy software and desktop components Setup and administration of user network and application accounts Manage, report and support software asset management software and tools To provide 1st line support to all end users as required Delivering a professional and customer focused service Job

Activities:

Provide 1st and 2nd line technical support by means of telephone and remote support Organise and prioritise own workload to maximise resolution of support requests within SLA timescales and achieve targets set To liaise with suppliers and internal and external support agencies Evaluate and test software and hardware solutions prior to deployment Carry out hardware and software fault diagnosis and resolution, undertaking investigative work where needed To carry out IT project tasks and work as directed by team leader Network account administration and set up Observe information security, data protection and network security guidelines, reporting any breaches to IT Management To work with others to ensure the IT support environments are kept organised, tidy and comply with health and safety regulations and adequate standards for these environments To keep comprehensive and appropriate documentation, and keep knowledge base information up to date in relation to IT Service Desk operations To maintain an up to date inventory of licenses, hardware and software assets Responsible for installing and maintaining the systems, software and technologies that are deployed to client devices (mobile phones, mobile devices, laptops, PCs and printers) Maintaining standards in imaging and imaging devices as per agreed standards Maintaining and working with tools for the preparation, testing and roll out of software and desktop components Carry out all routine maintenance tasks and security fixes on the IT infrastructure and report on and resolve any issues identified Monitor service conditions using software and hardware diagnostic tools, ensuring errors, alerts and events are resolved To proactively identify recurring and consistent problems and determine solutions to improve or correct those problems Advise users on efficient data storage and file management, and on the use and purchase of IT equipment to ensure maximum benefit is obtained from existing hardware and technology To proactively keep up to date with technology and advances Work out-of-hours when operationally required, as directed by IT Management and provide remote support out-of-hours on an agreed rota Support of hardware including backup devices and other associated back office hardware Configuration and support of back office services such as email server software, backup software, firewalls etc Support of client server and peer-to-peer networks including Windows Server and including Internet connectivity As required As required Installation of the SIMS software and associated specialist applications e.g.PfP, Any Comms