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Support Engineer - 1st and 2nd Line job in Wales

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Job Ref:  204725223
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Wales
Post Code:  CF3
Salary:  £150 - £180/day
05/10/2016 03:27
Daily paying agency are seeking a first and second-line support engineer, to provide support to all IT customers using network management tools, phone and by visiting the customer where needed. Resolve incidents and tasks escalated or received from the Helpdesk across the IT services of desktop hardware and software, network data, Iphone/Ipad, application and small scale systems, in accordance with agreed targets and priorities.

Required skills and experience -

*Completion of A levels.
*Previous IT experience in core desktop platform and customer service.
*High level of knowledge of desktop hardware and software is required, particularly Windows 7 and MS Office suite, together with the network data, Iphone/Ipad, application and small scale systems in place.
*Understanding of ITIL processes.
*Customer service experience.
Good communication skills and ability to work well with others are essential, particularly senior level IT and business managers.
*Must have demonstrated ability to handle 2nd level incidents analysis, and experience of working in a project team.

Major Job Duties and Responsibilities:

* Customer Satisfaction. Display a helpful, polite and courteous attitude toward internal and external customers, identifying professional values and standards for the company. Maintain professional values and company standards. Represent the company in a professional manner at all times. Understand the concept of customer focus and apply it at all times. Builds and maintain partnership with customers and external suppliers, ensures information is fed back into department. Ensure all IT service requests allocated are undertaken and completed to customers' satisfaction in accordance with agreed targets.

*Incident and Task Management. Resolve incidents assigned within agreed timeframe and priority. Ensure minimal impact on the business of any incidents allocated to jobholder by undertaking good incident resolution process. Analyse incidents in a timely fashion to achieve quickest resolution. Diagnose hardware/software problems. Document all incident solutions in a clear, concise manner to create a knowledge base of information for use by IT and the Help Desk staff.

*Processes and Procedures. Ensure all relevant procedures for support or IT service activities, which are the responsibility of the IT Support team, are documented and maintained. Support structure for new IT services is put in place within IT Support. Understanding of the ITIL processes as implemented in the company.. Maintain high skill level with the Microsoft suite of products, and internally developed products.

*Quality Improvement. A serious and discerning attitude in order to recognise opportunities and makes recommendations to manager. Recommendations should be within confines of job but outside guidelines and precedents. Initiates change by constantly reviewing the best practice. Innovation and creativity are part of the senior role in conjunction with problem solving and customer service. Perform some complex analysis and identify problems and opportunities within the confines of the department. Ensure adequate cross-training of colleagues of IT support roles for existing and new IT services.

If you have the skills and experience, please apply today
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