2nd Line Support Engineer - vertex-it-solutions : Job Details

Role: 2nd Line Support Engineer

Overview:

The IT Support Engineer is responsible for the day-to-day deployment and operational support of the Company’s estate including Windows laptops/desktops/tablets, mobile devices and macOS desktops and laptops both within public and non-public spaces.

The IT Support Engineer will be part of a team of four providing support between the hours 08:00 and 18:00 Monday to Friday and 08:00 to 16:15 Saturday, Sunday and Bank Holidays and as such part of the role involves working one weekend in four.

The IT Support Engineer will also be required to provide some weekend first line support for business applications (e.g. CRM and ticketing systems), point of sale equipment, audio-visual equipment and infrastructure and escalate issues to the appropriate team where required.

When requested by the Change Managers, the IT Support Engineer will support the process of impact assessing and planning the Company’s changes relating to desktops, laptops and mobile devices, and will then implement, test and monitor required changes in line with agreed change plans.

The IT Support Engineer will also be required to support various projects within the Company’s IT Department as requested by the relevant manager.

Responsibilities:

· Resolve desktop, laptop and mobile device related incidents, service requests and problems in a timely and efficient manner in line with Business requirements

• Complete daily checks on the Company’s systems and resolve any issues prior to the doors opening to the public.
• Employ appropriate maintenance, support and incident management processes and procedures to support and maintain AV equipment, and to investigate and resolve AV equipment-related incidents.
• Employ best practice processes and procedures to support and maintain desktops, laptops and mobile devices, and to investigate and resolve desktop, laptop and mobile device related incidents
• Build desktops, laptops and tablets as per the Company’s processes and standards
• Adhere to all Company policies including their IT security policies and processes
• Provide timely communication to users on the status of their service requests and incidents

· Liaise with 3rd party IT suppliers/vendors to ensure desktop, laptop and mobile device incidents and problems are resolved in a timely and professional manner

• Run on site Lectures, Events, meetings, and workshops for internal and external stakeholders, both individually and with other Technology team members.
• Create and maintain desktop, laptop and mobile device technical support documentation where required
• Participate in Problem Management, Major Incident and Disaster Recovery activities as required
• Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.