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2nd Line IT Support - London Job
Permanent
London, South East
Salary: Excellent DOE

2nd Line IT Support

Location: London
Salary: Excellent DOE
Contract: Permanent, Full Time

Role Purpose:
The role of IT Infrastructure Administrator is to work as part of the IT Service Desk to manage customer needs. You will work as part of a team to resolve issues and provide solutions and guidance.

Support includes fault diagnosis and resolution of Microsoft Windows, along with VMware and Microsoft server platforms, reporting and tracking and keeping customers updated during the process. You will also provide support on other products and services that we offer.

The role is responsible for 2nd line support on a daily basis ensuring business requirements are met including any KPI’s or SLA’s. 

Main Duties/Key Responsibilities:
• Responsible for technical support at 2nd line and 1st line when required
• Use the current Service Desk tool to log and action tickets in line IT processes
• Manage request fulfilment and incidents as per ITIL Lifecycle Process documentation
• Ensure customers are kept updated
• Administer the current IT Infrastructure
• Provide mentoring and coaching of 1st line IT support team, including IT/Infrastructure analysts and IT apprentices
• To promote best practice within the IT Service Desk team
• To provide technical support and escalation from within service desk on technical issues
• Produce knowledgebase articles and review those already in place to ensure continued relevance
• Creation of technical documentation as required
• Advise Management of ways to improve or enhance services as part of continued service improvement
• Monitor and progress Service Desk tickets to ensure SLA’s and due dates are met
• Identifying repeating or common issues for problem management and liaising with engineers to log and evaluate
• Manage Major Issues (P1) and P2 escalations as per incident management process
• Provide 2nd line support to server and network equipment as required
• Work with the engineers to ensure smooth transition of new services into support
• Installation of IT equipment and peripherals in Gamma UK offices
• Ordering of IT and other kit as required
• Maintain the desktop application environment to ensure consistent delivery of desktop applications
• Escalate issues to engineers in line with IT Incident Process
• Work with engineers to identify tasks that can be transitioned to service desk
• Escalating issues to external 3rd party suppliers
• Manage the IT Store room/lab in line with security process and ensure stock is kept updated
• Maintaining the asset register in line with process
• To assist and participate in IT and other department projects where requested
• Participate in regular team meetings 

Key Partnerships/Contacts:
• IT Service Desk Team Leader – As your first point of contact for escalations, technical and otherwise. The team leader will manage the Service Desk function on a day to day basis to ensure adherence to process and customer satisfaction.
• IT Service Manager – work closely to maintain the vision and direction of the IT Service Desk and to ensure expected service levels are being met.
• Engineering team – to escalate major issues, to carry out work on problems and projects, to ensure smooth transition of new products into the live supported environment. To be a source of technical knowledge to advance skills within the IT Service Desk
• 3rd Party suppliers such as Capita and Dell, to escalate issues in line with service agreements
• All Gamma staff – as our customers 

PERSON SPECIFICATION
Experience and Qualifications/Accreditations
Essential

-Proven previous experience in providing technical support, ideally in a IT Service Desk environment
- Technical skills in Microsoft Products including Office, Active Directory and Exchange, Windows 7 onwards, networking and connectivity
- Good working knowledge of maintaining current IT Hardware, laptops, desktops and peripherals
- ITIL Foundation V3

Desirable 
- Telecoms industry experience
- Microsoft Certification
- Experience of virtual hosted environments, Hyper-V etc

Skills & Abilities
Essential
 
- Strong Customer Service Focus / Empathy
- Able to lead by example
- Team player – works well with others
- Wide vocabulary (lots of technical terms)
- Excellent troubleshooting skills – Identify root causes
- Good attention to detail - accurate

Desirable
- Reporting and data analysis skills
- Mentoring and coaching 

Work-related Personal Qualities
Essential
- Excellent listening skills
- Accountable and responsible
- Adaptive to change
- Responsive to customers and colleagues
- Supports business objectives
- Excellent rapport building skills
- Literate and numerate

Desirable
- Able to manage conflict
- Lateral thinking / Adaptability (unique problem solving)
 
Disposition
Essential
- Good work ethic and attitude
- Excellent timekeeping and reliability
- Positive outlook
- Drives excellence
- Resilience

Circumstances
Essential
- Flexible – able to fit in with business needs and work out of core business hours when required
- Travel to other offices as and when required

Desirable 
Car drive with current valid licence and access to own car for occasional business use (Mileage reimbursed)



Employer Details:
Gamma Telecom
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