2nd line Support Engineer in Aldermaston, Reading, Hampshire.

GTS are looking for customer-focused and driven 2nd line software support engineer in Aldermaston.

Hybrid:  1 in 3 weeks on site, the rest can be at home if you wish.

Firstly, you must be passionate about solving people’s IT issues. Secondly, be technically competent with excellent written and verbal skills. And also, be a team player and collaborate with the wider IT support teams.
The 2nd line team resolve a wide variety of desktop software issues and requests, it’s important to be able to minimize disruption to our users.
The perfect candidate will blend first rate customer service with first rate technical skills. Previous experience resolving 2nd line issues in an enterprise environment is essential. We’re also looking for someone to support our service improvement program.

2nd line Support Engineer job overview:

Working knowledge of Microsoft Operating Systems, including configuration, management and troubleshooting.
Also, support our Virtual tech bar by appointment.
Troubleshoot and configure Microsoft Office Suites including Visio, Project and Access.
Endpoint encryption.
Also, deal directly with clients in a friendly and confident manner.
You will mentor and educate the 1st line Service Desk team to improve their skills and first-time fix rates.
Write clear instructions to the deskside support team and meet with them face to face when needed.
Deliver an excellent customer experience.
Author processes and working instructions.
Meet SLA’s and follow escalation paths as set out in the company processes.
Join the 2nd line team in customer meetings and cover for the Team Leaders when needed.

Must be prepared to work on a nuclear licensed site. Also, have SC or be happy to apply for DV clearance.

SKILLS AND QUALIFICATIONS NEEDED:

Second line support engineer or Service Desk experience.
We are looking for someone with Microsoft, CompTIA certifications.
Also, ITSM experience.

DESIRABLE:
ITIL Foundation would be helpful.
Also, Microsoft WSUS (Windows Server Update Services).

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Also, find out more about sought-after skills in IT support by reading our blog on IT Support paths