A global leading engineering organisation requires a talented 1st and 2nd line support engineer.

The 2nd line Support Analyst is responsible for the resolution of all 2nd Line incidents and service requests within the region.

You will have a good understanding of technology and demonstrate excellent customer service skills.

Key Deliverables/Responsibilities: Manage and prioritise all 2nd line incidents and requests according to defined SLAs

General Troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk.

Deploy IT Hardware, record and track assets during deployment according to IT Services standards and workflow procedures.

Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.

Escalating incidents to other support teams where necessary.

Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution.

Support the set-up of new offices, sites or projects across the local region. •

Management of ServiceNow

Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy.

Act as an escalation point for 2nd Line support issues.

Ensure maintenance of all conference room IT facilities. Act as an escalation point for local service issues.

Daily analysis of reports from the Team Lead reviewing tickets outside of SLA. Provide reports and updates on current issues to the Desk Side and Technology Support

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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