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2nd Line Engineer

Rullion Ltd
Job LocationManchester
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract , full-time

Job Description

We currently require the services of a Service Desk 2nd Line Analyst to work with one of our well respected entertainment clients.Service Desk 2nd Line AnalystManchester 3 Months Hybrid Working Rate TBCJob Purpose: To deliver quality service through maintaining the availability of services to IT Users. The role is crucial to ensuring that issues are resolved or escalated as quickly as possible by following IT processes, ensuring SLAsare met while supporting business change, projects and initiatives.Key Accountabilities:

  • Provide 2nd level support of the clients hardware, infrastructure and applications including on call as required
  • Provide technical escalation point for 1st Line Analysts
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including the clients business applications
  • To work within the Incident Management Process, Service Request, and Major Incident Process
  • To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue
  • To ensure calls are associated with the Problem Management process as required.
  • Creation of knowledge based documentation and training material
  • To liaise closely with team members, passing calls through to keeping the customer updated
  • Excellent record taking ensuring that all relevant details are recorded in tickets
  • Data and record management, to maintain additions and deletions of users and user information.
Desired Candidate:
  • Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.
  • Broad understanding of corporate applications
  • Ideally computer sciences degree, but not essential if relevant prior experience of at least one year
  • Working towards or gained ITIL foundation as a minimum
  • Ability to manage, prioritise, coordinate calls effectively
  • A strong eye for detail and reacts quickly to identify and resolve issues
  • Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes
  • Proven planning and organising skills being able to manage, prioritise and coordinate effectively
  • Strong work ethic with a sense of ownership and accountability - working outside of core hours as required
Team player with the ability to operate well and thrive in a team cultureRullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

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