We are pleased to be recruiting for a Customer Facing 2^nd Line IT Analyst to join an IT Support and Services company. This is a fantastic opportunity for someone that likes variety as the role will be a mixture of remote support in the Hemel Hempstead office and support at client sites in the North West London area. You will use PSA system to log all requests, issues and incidents and maintain full details of the actions to achieve resolution

Monday to Friday, 8am to 5pm/9am to 6pm

Duties:

• Visit client site and provide technical support for logged issues
• Provide first/second line technical support
• Remote access to the client’s machine to resolve problems
• Utilise the RMM tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team
• Work closely with all members of the team to resolve client issues
• To assist with installs, move and changes. Physically building, configuring, installing or repairing IT services and solutions
• Assist with support and resolving issues with audio/visual equipment
• Provision cloud-based services by utilising various vendor cloud portals
• Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes
• Take ownership of client incidents and proactive when dealing with them
• Liaison with vendors to resolve issues
• Keep the client informed regarding the status of incidents
• Work on projects which may be under the guidance of senior engineer
• Develop good working relationships with clients and establish a solid understanding of their infrastructure and business needs and issues. Also required to carry out some relationship management tasks
• Routine PSA system administration such as logging time, updating client contact information, etc.
• Consistently document knowledge with client information and fixes
• Working within the guidance of client specific service level agreements and objectives
• Advise sales team on procuring IT equipment on behalf of customers

Candidate requirements:

• Minimum 3-year experience in IT
• Knowledge on Microsoft operating systems
• Knowledge of Microsoft Office
• Knowledge of Microsoft and Google cloud Platforms
• Intermediate/Advanced knowledge of computer networks an advantage
• Intermediate/Advanced understanding of PC hardware set-up and configuration
• Experience with supporting Apple and Android devices
• Experience with Windows Server management skills
• Polite and presentable with excellent customer service skills
• Good communication skills
• Punctual and reliable
• Good problem solving and organisation skills
• Self-motivated and use own initiative
• Good team player
• Knowledge of Powershell would be useful

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