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Salary Role: Technical Support Engineer
Rate: £350pd inside
Location: London 5 days a week
Key Responsibilities
* Provide support to all IT users by investigating and resolving computer hardware (Including Windows and Mac OS) and software-related issues, from level 1 through to level 3 with office-based users and users at remote sites.
* Support Project Portfolio execution (e.g. OS Upgrades, Mobile Device Management Roll out, Software and Asset Management).
* General server maintenance, administration and basic networking skills.
* Provide computing support to clients, responding to telephone calls, emails and personnel requests for Technical Support.
* Troubleshoots user account issues including password and access issues.
* Record, prioritise, and track service tickets within the Service Management System (Jira) and document work efforts against tickets.
* Ensures timely attention to requests to meet SLAs in line with IT processes.
* Diagnose incidents/problems through discussions with clients and peers.
* Identify and research documents, and knowledge bases to resolve incidents.
* Make recommendations for system modifications to reduce issue reoccurrence.
* Work collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems and restore service.
