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2nd Line Desktop Support - SCCM
Title: 2nd Line Desktop Support - SCCM
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £30,000.00 - £35,000.00
Salary per: annum
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2nd Line Support - SCCM

£30,000 - £35,000

London - Minimal Travel Required

"My client is a private university specialising in law, business, and finance"

The primary duty of the 2nd Line Support is to provide technical expertise in facilitating the smooth running of the Campus Service Technology platforms across the estate; to maximize service delivery of educational services to our customers and to also maximize productivity to the internal business services. The individual will be assigned several sites by the Desktop Support team leader for which they will be directly responsible in managing to a high professional standard.

Key Responsibilities/duties -

* Take responsibility for the smooth running of all student facing desktops; laptops; tablets; smart devices; Operating Systems and applications for all classrooms, student library areas, Internet cafés and other student facing areas.

* Provide support to all internal staff for all desktop; laptop; tablet; smart devices; operating systems and application issues.

* Provide remote assistance using prescribed tools such as; GoToAssist, SCCM Remote Tool, Lync and/or Skype for Business.

* Provide support for any IT related issue as direct by management.

* Provide training and supporting documents for the Customer Service Advisors Team in basic classroom support for PC's and audio visual presentation equipment.

* Produce technical training guides and documentation to share knowledge with our team including the service desk.

* Produce non-technical training guides and documentation to aid self-help for staff

* Assist the Customer Service Advisors Team with any queries that arise during daily checks of all classroom IT equipment.

* Provide weekly reports to management for all issues at assigned sites

* Take ownership of incidents and professionally manage them through to resolution or timely escalation.

* Ensure all incidents, issues and changes are recorded by users through the service desk.

* Manage incidents; problems and changes through IT360 (ticket management tool).

* Provide common solutions in IT360 for the service desk team and contribute to the integrated knowledge base.

* Attend regular team meetings as directed by your line manager.

* Attend monthly site meetings with senior staff managers and Customer Service Managers. Produce monthly site reports.

* Provide hands on support for other IT teams, i.e. Networks, Security, Server Admin, Applications and Telephony as required.

* Proactively manage assigned sites and suggest improvements and innovation.

* Undertake other reasonable tasks as assigned by the management team.

* Provide support for all IT related projects (there will be occasional out of hours working, including nights and weekends).

* Flexibility in traveling across the UK and all sites as directed.

Key skills required -

* ITIL Foundation Certification

* MCP Qualification

* Solid knowledge of cloud-hosted business applications with Office 365

* Solid knowledge in Microsoft Office 2

* Solid understanding of Microsoft Exchange Server 2

* Microsoft Outlook configuration, troubleshooting, housekeeping and administration.

* Cisco switch knowledge and experience

* Solid background in Active Directory.

* Network troubleshooting (including wireless), IP, DHCP, DNS

* A high level of knowledge in software packaging and deployment in SCCM.

* Desktop and laptop imaging using direct methods; lite touch or zero touch and SCCM deployment

* Basic Scripting.

* Computer Based Assessment software configuration and support.

* Smart phone, iPad and Windows tablet user support.

* Desktop PC and laptop hardware, troubleshooting.

* Printer troubleshooting and management.

* Remote access via Citrix and Cisco VPN.

* Projector and audio visual maintenance and support.

Soft skills Required -

* Good team player.

* Excellent communication and customer facing skills as well as written and verbal skills are essential.

* A good telephone manner.

* Ability to deal professionally with users, customers and suppliers at all levels.

* Ability to communicate technical information to none technical users.

* Weekly and monthly report writing

* Produce training documentation.

* Organised with good time keeping

* A neat personal appearance

* Self-motivated, committed and enthusiastic IT professional, must be able to work on own initiative and without constant supervision.

* Proven experience of working in a high pressured corporate environment

Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.
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