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2nd Line Service Desk Engineer

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position

Reports to:           Service Desk Manager

Overview:

This position will provide technical support to customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to provide an escalation point to 1st Line and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

Responsibilities:

  • Provide 2nd Line service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
  • Triage and resolve incidents to stringent customer defined SLA’s
  • Drive service improvement within the service desk to improve first time fix resolution times
  • Communicate clearly, effectively and in a timely manner with all customers
  • Create and maintain accurate documentation within the centralised management database
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1st line support

Skills:

  • Minimum Level 3 IT qualification and experience in a 1st or 2nd Line role within a service desk environment
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
  • Cloud hosted O365 skills required
  • MS Exchange and Outlook management skills required
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services
  • Demonstrated PC hardware/software trouble-shooting skills
  • Excellent team player with proven mentoring capabilities
  • Excellent communication and interpersonal skills; professional telephone demeanour
  • Strong customer service skills and attention to detail
  • ITIL knowledge preferred or certification would be desirable
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own
  • Committed to achieve company’s vision

Daniel Owen's Job Enquiry Form

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Support Service Desk Consultant

Andy File Associates Limited are working on behalf of their client as a recruitment agency with regards this permanent vacancy

Support Service Desk Consultant

Outline Role:-

Our client requires 2nd line support personnel to provide service desk assistance to enable the delivery of excellent software support services to external clients.

The ideal candidate will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment. This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern comprising of Monday – Friday 9.00 am – 5.30 pm with 2 out of every 8 weeks working the US shift of 17.00 pm – 01.30 am (£100 per week additional payment for the US shift).

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

Day to Day activities

a) Having daily contact with the Service team members providing good communications Upward reporting of progress and problems to the Service Desk Team Leader
b) Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c) Influencing and advising customers on standard ways of achieving changes to their needs
d) Being a self-starter and able to work independently or as part of a team to identify possible solutions
e) Logging and investigating issues/requests and providing first/second line services for those tickets
f) Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g) Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h) Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i) Identifying and controlling the tasks allocated to you in order to meet specified time scales
j) Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k) Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l) Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

Additional Requirements

a) On occasion, when requested, to provide an on-site presence for the purpose of improving client relationships and supporting clients;
– software installation and hand holding
– training
– improving system/operational knowledge

b) Ensuring that tasks are completed as set by the GSSM or Directors
c) Being able to manage time effectively in order to work in an efficient organised way
d) Continuously searching for ways of improving all aspects of the role
e) Having good computer skills in order to use every day applications
f) To follow the company procedures in term of:-
– Timekeeping
– Time recording
– Dress code
– Discipline
– Administrative requirements

Advantageous Requirements

a) To be able to map customer requirements to the Base system, writing specifications to identify;
– New functionality to meet the needs of both parties
– Configurable changes
b) To understand and have experience in the operational workings of a warehouse environment
c) To have experience writing SQL to a competent level
d) Have an analytical mind-set

Expected Career Paths:- The following are the expected career paths for successful candidates in this role:

a) Enterprise Service Desk
b) Testing/QA Team
c) Junior/Senior Project Management
d) Account Management
e) Development Team

Once known a career path is encouraged and coached in order to meet that goal. It is expected that 12 months is a minimum experience level before proceeding towards the chosen path.

Other duties may be required to be carried out, as requested by the Manager’s and Director’s of the company

Benefits – 25 days holiday + stats Pension Scheme (3% employer contribution), BUPA Scheme, Critical Illness Cover, Life Insurance

 

Debra Foster's Job Enquiry Form

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IT Engineer (Managed Services)

Andy File Associates Limited is working on behalf of their client as a Recruitment Agency with regards these permanent vacancies

Our client is looking for 4 IT engineers to provide effective, efficient onsite IT maintenance and support to managed service clients.  The roles are field based in the following locations:

Leeds/Sheffield/Doncaster/Hull

Job Specification

  • Logging, updating and resolving client issues whilst onsite
  • Communicating extensively with the onsite contact regarding your day to day role
  • Relaying any feedback from all clients regarding their support experience to the office
  • supporting and maintaining the client domain using windows server (2012) and workstations, MS Office, 365, MS SQL, SIMS, Sage and other vendor specific software
  • You will be responsible for the update schedule in all clients environments
  • You will manage the onsite AV solution and the backup regime, onsite and cloud located

Essential Skills

  • Good communication skills in written/verbal English
  • Good people skills
  • Good problem solving skills
  • Experience of 1st line support of workstation/server environments
  • Good fault recognition of both software and hardware
  • Knowledge of domains, AD, WDS, AV integration

Desirable Skills

  • Hyper-V
  • VMWare
  • Firewall software, SIMS/FMS

Other

  • Driving license required
  • Enhanced DBS to be undertaken

Benefits

Hours of work:  8.30 a.m – 5.00 p.m (some flexibility required)

Holidays: 24 + 8 stats

Pension

Training – After induction, candidate will be able to select their own career path through the MS Virtual Academy

Daniel Owen's Job Enquiry Form

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Support Service Desk Consultants

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards these permanent vacancies.

Our client requires both 1st and 2nd line support personnel to provide service desk services to enable the delivery of excellent software support services to external clients.

The ideal candidates will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment.  This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern.

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

1.    Day to Day activities:

a)    Having daily contact with the Service team members providing good communications  Upward reporting of progress and problems to the Service Desk Team Leader
b)    Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c)     Influencing and advising customers on standard ways of achieving changes to their needs
d)    Being a self-starter and able to work independently or as part of a team to identify possible solutions
e)     Logging and investigating issues/requests and providing first/second line services for those tickets
f)      Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g)     Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h)     Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i)      Identifying and controlling the tasks allocated to you in order to meet specified time scales
j)      Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k)     Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l)      Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

2.    Additional Requirements

a)    On occasion, when requested, to provide an on-site presence for the purpose of:
•    improving client relationships and supporting clients
•    software installation and hand holding
•    training
•    improving system/operational knowledge
b)    Ensuring that tasks are completed as set by the GSSM or Directors
c)    Being able to manage time effectively in order to work in an efficient organised way.
d)    Continuously searching for ways of improving all aspects of the role.
e)    Having good computer skills in order to use every day applications.
f)    To follow the company procedures in term of:-
•    Timekeeping
•    Time recording
•    Dress code
•    Discipline
•    Administrative requirements

3.    Advantageous Requirements

a)    To be able to map customer requirements to the Base system, writing specifications to identify:
i)     New functionality to meet the needs of both parties
ii)    Configurable changes
b)    To understand and have experience in the operational workings of a warehouse environment
c)    To have experience writing SQL to a competent level (required for 2nd line support only)
d)    Have an analytical mind-set

Expected Career Paths:-

The following are the expected career paths for successful candidates in this role:

a)    Enterprise Service Desk
b)    Testing/QA Team
c)    Junior/Senior Project Management
d)    Account Management
e)    Development Team

Once known a career path is encouraged and coached in order to meet that goal.  It’s expected that 12 months is a minimum experience level before proceeding towards the chosen path.

To carry out other duties as requested by the Managers and Directors of the company.

 

Debra Foster's Job Enquiry Form

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2nd Level Support Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is one of the fastest growing IT Managed Service and Solutions companies in the North. They have an innovative perspective on how IT should be delivered with a dedication to raising standards within the IT Support sector.

They are looking for 2nd Level Support Engineer that would report directly to the Head of Engineer. The Support Engineer Role is that of providing second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives. This is a fantastic opportunity to join a vibrant and successful team within a business with aggressive growth plans.

Responsibilities include:

• You will provide 1st & 2nd line support remotely or onsite (break/fix problems and service requests) to our clients in accordance with agreed service levels, standards and processes from the centralized helpdesk.
• Escalate issues which are beyond the employee’s capabilities or resource capacity to senior resources in an effective manner to optimize the quality of service provided.
• Deliver general technical advice to the customer
• Identify and take part in initiatives to improve the quality of the IT operational service.
• Some out of hours work available/required
• 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support.
• If necessary, it will request external support, e.g. from software or hardware manufacturers.
• The aim is to restore a failed IT Service as quickly as possible.
• If no solution can be found, the 2nd Level Support passes on the Incident to Problem Management.

Essential Knowledge/Experience:

• Possess a strong technical understanding of the standard hardware and software supported by our client such as Microsoft Windows Desktop and Server troubleshooting skill and experience
• MS Exchange 365 Server, create AD users, mailboxes, distribution and security groups
• General Server Administration tasks, including disk and volume maintenance, Windows Event
• Troubleshooting and program installation and maintenance
• Troubleshooting networking issues by using commands (trace route, ipconfig etc.)
• PCs, Laptops (Mac experience desirable) and troubleshoot faults
• Be self-motivated with a “can do” attitude in responding to the challenges associated with providing end user
• Install, configure, maintain and troubleshoot the following software packages;
o All Microsoft Windows Operating systems but primarily Windows (last and latest versions)
o Centralized Anti-Virus software
o MS Office software packages

Desirable Knowledge/Experience:

• Provide excellent remote support of desktop printing and mobile issues.
• Outstanding troubleshooting and communication skills
• Preferred MCP/MCSA or equivalent or working towards them or a desire to.
• PC support and problem resolution on difficult PC hardware and software issues.
• Excellent interpersonal skills a must as dealing with all levels within the business.

 

Daniel Owen's Job Enquiry Form

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2nd Line Support

Andy File Associates Limited is working as a recruitment agency with regards this permanent position on behalf of our client.

Responsibilities include:

  • You will provide 1st & 2nd line support remotely or onsite (break/fix problems and service requests) to our clients in accordance with agreed service levels, standards and processes from the centralised helpdesk.
  • Escalate issues which are beyond the employee’s capabilities or resource capacity to senior resources in an effective manner to optimise the quality of service provided
  • Deliver general technical advice to the customer
  • Identify and take part in initiatives to improve the quality of the IT operational service
  • Some out of hours work available/required
  • 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support
  • If necessary, it will request external support, e.g. from software or hardware manufacturers
  • The aim is to restore a failed IT Service as quickly as possible.

Essential Knowledge/Experience:

  • Possess a strong technical understanding of the standard hardware and software supported by our client such as Microsoft Windows Desktop and Server troubleshooting skill and experience
  • MS Exchange 365 Server, create AD users, mailboxes, distribution and security groups
  • General Server Administration tasks, including disk and volume maintenance, Windows Event
  • Troubleshooting and program installation and maintenance
  • Troubleshooting networking issues by using commands (trace route, ipconfig etc.)
  • PCs, Laptops (Mac experience desirable) and troubleshoot faults
  • Be self-motivated with a “can do” attitude in responding to the challenges associated with providing end user
  • Install, configure, maintain and troubleshoot the following software packages;
  • All Microsoft Windows Operating systems but primarily Windows (last and latest versions)
  • Centralized Anti-Virus software
  • MS Office software packages
  • VMWare

Desirable Knowledge/Experience:

  • Provide excellent remote support of desktop printing and mobile issues.
  • Outstanding troubleshooting and communication skills
  • Preferred MCP/MCSA or equivalent or working towards them or a desire to
  • PC support and problem resolution on difficult PC hardware and software issues
  • Excellent interpersonal skills a must as dealing with all levels within the business

 

Daniel Owen's Job Enquiry Form

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Application Support and Installation Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is currently seeking someone with a variety of skills to join our team as an Application Support and installation Engineer. We produce innovative web based applications and your role will be to support internal users and developers as well as external clients. Our client is looking for someone who has excellent communication skills and is eager to learn.

The ideal candidate will have experience on a helpdesk providing 1st and 2nd line support via telephone, email and remote support. You will be supporting a bespoke online application so previous experience in this type of role would be beneficial. We provide web – based applications, so experience with IIS or SQL is essential.

Any scripting experience would also be an advantage so ensure it is all clear in your CV.

Candidates should also have a working knowledge of ITIL Service Management, particularly Incident and Problem Management, and how it is applied practically in the Helpdesk environment.

We are looking for someone with good SQL / IIS and Windows server experience that we can train on our applications so if you have exposure to the key technologies listed and a passion to learn then this could be the perfect role for you.

Key Responsibilities:

– Assisting the support team deliver quality support to users with their core business applications.
– Monitoring the service desk for incidents. If possible, resolving them or referring them to application support specialists
– Improve applications and processes for the delivery of specialised services
– Provide systems administration of core applications, testing and implementing changes.
– Provide 1st and 2nd line support to the Operations and Business Support teams and monitor the service desk call logging software.
– Resolve any service delivery issues and customer complaints
– Identify any improvement opportunities. Provide assistance with the implementation of improvements.
– Assist in the enhancement, upgrading and testing of business applications

Key Technologies / Things to Learn:

– 1st and 2nd Line Support Email, Telephone, Remote
– Bespoke Applications
– SQL Server
– Web based IIS, Ecommerce, HTML, CSS,
– Windows Server 2008 and above
– Application build / install tools

Additional skills:

You will be a self –starter with problem solving skills who is capable of working independently

– Must be a strong communicator with professional demeanor and able to work as part of a team and on your own initiative
– You will also have effective and approachable telephone manner as well as strong organisational skills that benefit your workloads
– Must have customer service experience within similar environment and competent in your technical abilities

 

Daniel Owen's Job Enquiry Form

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