2nd Line Support

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  • Southgate View on Map
  • Post Date : November 4, 2022
  • Apply Before : December 27, 2022
  • Salary: $0 - $4000000
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Job Detail

  • Career Level Manager
  • Experience Fresh
  • Industry Development
  • Qualifications Certificate

Job Description

This role

Based at our Southgate Offices we require a 2nd Line Technical Support person who can provide end user support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI?s.  This role will also you providing an active escalation point for 1st line engineers.

For contractual purposes, an offers made will state the office base relating to this role is "The Johnson Building" London.

Duties…

With the Service Desk Manager and the ICT Infrastructure Team, ensure the delivery of day to day ICT support to the organisation?s users, covering servers, network, applications, desktops, laptops, telephony and mobile devices.

On a rota basis, undertake routine daily checks and maintenance and act as the 2nd line escalation point of contact in resolving user and technical issues.

Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; Video Conferencing/Skype meetings and various applications in addition to MS Office.

Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.

Respond to Service Desk phone calls/tickets as needed, focusing on 2nd line tickets and activities, and taking on tickets escalated by the 1st line helpdesk. Escalate when necessary to the 3rd line Service Desk Analyst.

Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, systems and processes.

Work an out of hours shift if asked to, compensated by corporate company guidelines.

Undertake infrastructure project work and continuous improvement activities as part of the annual work plan

Liaise with hardware and software suppliers and service providers.

What you need to succeed…

Extensive experience of working in Service desk environments – 2nd line using ITIL service desk ticketing systems
Excellent troubleshooting skills and delivering high levels of customer service.
Strong knowledge of Microsoft Windows 10
Strong knowledge of Office365
Good knowledge of Microsoft Windows server 2012 Active Directory
Good knowledge of Citrix Xendesktop
Knowledge of Pull printing , (Xerox, Ricoh)
Knowledge of Exchange Online/Exchange 365
Supporting and administering mobile devices (laptops, smart phones, tablets, Apple IOS, Android).
Microsoft MCP or above.
Knowledge and understanding of TCP/IP, DNS, DHCP.
Experience of working with VMWare
Knowledge of VOIP (Cisco, Mitel)To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.

What’s in it for you?

Our benefits include:-

28 days annual leave plus 8 bank holidays (pro rata for part time) per year
2 volunteering days per year for things like helping out in local communities
An additional ‘Beliefs day’ once a year to have an extra a day off
Enhanced pension with matched contributions of up to 9%
Life assurance cover 3 x your salary
Health cash plan scheme for your everyday healthcare needs which you can add your family members too
Tenancy deposit – interest free loan to help with rental deposits
Access to extensive learning and training opportunities with Wisebox platform
Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
Career progression across the organisation with our mentoring programme and apprenticeships
We are committed to the wellbeing of our colleagues and support this as an organisationAbout us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment

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