2nd line Support Engineer jobs

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2nd Line Support Engineer role
Location: Manchester / Derbyshire – Hybrid – working from Chapel-on-Le-Frrth
Type: Fixed Term Contract – ASAP start to the end of the year

This is an excellent opportunity for someone who is experienced in an IT Support/ Service Desk environment to provide high quality Infrastructure network support in a customer focused role. The applicant must be able to display an infectious Customer Service attitude, have Foundation certificate and a good working knowledge of ITIL. He or she will be working in a fast technical based environment with challenging deadlines. The service is delivered through the Service Desk and the IT Support function, therefore excellent communication skills and an attention to detail is a must. Excellent spoken and written English is essential.
Purpose of the role is to…
• Provide 1st class IT operational support across the business for all IT services
• Balance priorities quickly and effectively whilst managing customer expectations
• Use a strong and broad ranging technical and customer focused background to deliver

We need this person to (deliverables)
• Support and deliver technical solutions throughout all stages of the ITIL service lifecycle
• Deliver on operational and project based tasks, against demanding Service Level Agreements and challenging deadlines
• Exceed customer expectations whilst offering additional support and guidance to fellow Service Desk team members
• Ensure that all tasks adhere to defined processes, architectural principles, regulatory requirements, corporate compliance and industry best practice
• Develop successful relationships both within the team and with 3rd parties
• Own tasks from the request being raised until a satisfactory resolution has been met and agreed by the customer
• Identify enhancements to IT services, processes and procedures, and by doing so, improving quality, reliability, availability, security and performance across the IT landscape
• Champion change and drive service improvements
The roles require the ability to deliver on both operational and project activities, against deadlines and SLAs. Thus flexibility is essential in this position. Applicants must be able to provide out of hours maintenance and support, including trackside and race team support on a rota basis.
Qualifications required
• ITIL Foundation
• Degree or equivalent
• Cisco Certified Network Associate (CCNA)

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