Second Line Support/ IOT Support Specialist

Job Ref No

js 3741


up to £30k One year FTC

Start Date






Second Line Support/ IOT Support Specialist

An exciting opportunity has arisen for a Second Line Support analyst with a passion for technology including IT systems, databases and networks to join well established blue chip organisation in Reading.

As a Second Line Support / IOT Support Specialist you will be responsible for the installation and maintenance of the Internet of Things platform and perform level 2 incident support resolution for the platform.
You will be responsible for:
Proactively monitoring and managing customer devices using our clients print IOT platforms (KFS, Printfleet, PrintMib etc)
• Interrogation of the Service Desk ticketing systems throughout the day to provide
effective responses and resolutions to queries or issues.
Ensuring that raised tickets are responded to within timescales defined by Service Level Agreements (SLA’S).
• Support of the IOT platforms, raise escalations both within and externally to the business and provide development input to global product teams.
• Support discussions regarding strategic direction for print IOT platforms
• Responding to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions
• Drive adoption throughout the install base with focus on ensuring devices always connected, reporting allowing for billing, maintenance and management to be completed
• Administer and maintain admin accounts, permissions, and access rights
• Adopt a proactive approach towards all client activities
• Monitoring customer devices and adding new software to the packages
• Check volumes and alert levels
• Monitor toner usage and general alerts
• Proactively seeking out anomalies and working with the wider team to address
• Assist with the installation of IOT software
• Ensure all Data Collection Agents are updated to the latest level
• Ensure Customers are informed when devices are offline or DCA’s are down
• Keep customers informed of progress
• Conducting customer and user satisfaction call backs / surveys as agreed
• Communication with users – Problem solving
• Updating the configuration management database as agreed
• Liaising with field engineers to provide support as required
• Observe and adhere to the set service levels agreed (SLA’s)
• Collaborate with all of the Technical Service departments when required to ensure business objectives are met.
• Highlight and report on any areas of improvement

As a Second Line Support/ IOT Support Specialist you will have the following
Key Skills:
• Solid technical knowledge of IT systems and databases
• Good technical knowledge of IT networks
• Good technical knowledge of multifunctional and printer products
• Good knowledge of Excel
• Ability to communicate technical information to a varied audience
• Excellent customer handling skills

• ITIL Foundation
• Microsoft Certifications
• Networking Certifications

So if you are a Second Line Support specialist looking for your next exciting career move apply now!

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