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Spectrum IT's Hampshire based client are looking to increase their IT Service Desk team and recruit a Contract 2nd Line Support Engineer. This is a 6 month contract with hybrid working (3 days on site in the Portsmouth office). This role is via an FCSA Umbrella Company engagement only.
To be a key point of contact for IT support queries & issues to UK sites
To deliver an exceptional level of customer service via phone and email and provide IT resolutions
Provide technical troubleshooting support for desktop software and hardware technologies.
Provide technical troubleshooting support iOS software and hardware technologies.
Escalating support tickets through Service NOW and working directly with third party suppliers and wider internal IT teams to resolve incidents. Be part of the diagnosis and resolution team and as needed provide detailed assessment post incident.
Become first point of escalation for our Level 1 team, taking ownership of incidents and see through to closure.
Maintain an exceptional level of customer service via phone and email, acting as an escalation point from Level 1 support call handlers and work against priority incidents as needed.
Support ongoing network/infrastructure projects, specifically Cisco Meraki (switches, WIFI, access points & configuration - Beneficial experience)
As needed undertake small and medium IT projects which support the wider business need.
Perform miscellaneous job-related duties, such as: Basic admin, pro-active monitoring, review and update of knowledge base documentation and other items as defined by IT Support Lead.Skills & Experience:
Windows 7 & Windows 10
Microsoft SQL 2008 & MySQL
iOS/iPad exposure and associated iOS applications - Airwatch or MobileIron (beneficial)
Excellent practical understanding of Incident Management, Change & Problem Resolution
TCP/IP, DNS, DHCP (beneficial)
Cisco & Meraki Wi-Fi and network solutions (beneficial)
Microsoft Systems Centre Configuration Manager (SCCM) For more information and to state your interest in this role, please apply with an updated CV and be within a commutable distance of Portsmouth