2nd Line Technical Support - Guildford, United Kingdom - Surrey Satellite Technology Limited
Description
Reports To:
IT Service Delivery Manager:
Responsible For**Successful resolution of tickets assigned to the Service Desk Technical Team and support for all client computing. Support and develop the team to a senior level.
Key Purpose of Job**Perform 2nd line functionality for the IT Service Desk in accordance with all Service Desk procedures and SLA's, providing support for internal users within SSTL across multiple sites.
Ideally looking for the stability of a career senior 2nd line analyst
Key Tasks
- Ownership of requests through to resolution, following up and closing as necessary
- Diagnosis and troubleshooting of assigned tickets to resolution reducing the requirement for escalation.
- Provide a quality level of service to Customers ensuring communication is at the forefront.
- Installation, configuration, and ongoing support of IT hardware and software
- Research, recommend, plan, develop and implement new IT solutions and technologies.
- Recognise inefficiencies and suggest improvements.
- Assist with trend analysis to discover root causes.
- Keep operational documentation up to date.
- Deputise for the IT Service Delivery Manager as required.
- Support the Out of Hours service on a rota basis.
PERSON SPECIFICATION
Qualifications
- Certificate or Diploma in computing (or equivalent)
- ITIL or equivalent qualifications would be an advantage.
- At least 5 years' experience within a 2nd line or senior 2nd line role.
Experience
- Experience of working within a mixed technology support environment and/or willingness to support the development of the team and their capabilities, learning new technologies at pace.
- Experience in all activities related to hardware support and provisioning.
- A good understanding of ITIL methodologies
- Excellent communication and customer service skills
Knowledge & Skills:
- Proven abilities in diagnostics and troubleshooting
- Proven knowledge of troubleshooting hardware
- Proven knowledge of virtualisation, inc. VDI, and its benefits.
- Excellent problemsolving skills and ability to work well as an individual and as part of a close team.
- Ability to manage their own schedule, tickets and projects whilst managing priorities and be able to work under pressure.
- Able to demonstrate initiative and a proactive approach to daily tasks.
- Able to demonstrate a high degree of flexibility including shift and out of hours working.
- Department
- Information Technology
- Role
- 2nd Line Technical Support Analyst
- Locations
- Guildford
- Remote status
- Hybrid Remote
- Employment type
- Fulltime
- Job Reference
- 2047
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