IT SERVICE DELIVERY TECHNICIAN

Epsom | up to £35,000pa + Commission | Permanent

 

This role is ideal for someone with at least 2 years’ experience in 2nd line support and it is essential you have experience in a service desk environment operating with SLAs, KPIs, CSAT and proper escalation processes.

 

The Role of 2nd Line IT Service Delivery Technician:

                                                 

  • In liaison with the Manager IT Service Delivery Technical Services, conduct of general IT support to users, system housekeeping and security related task as advised, upkeep of infrastructure and services as required in accordance with established procedures.

 

  • In liaison with the Head of IT Service Delivery & Manager IT Service Delivery Technical Services undertake tasks and advise where necessary on technical projects for both internal IT and group projects. Where necessary be seconded to specific projects.

 

  • In liaison with the Manager IT Service Delivery Technical Services, the procurement of Hardware & Software and the maintenance of relevant records are undertaken

 

  • In liaison with the Manager IT Service Delivery Technical Services, support the 1st line Technicians in resolving BAU issues as required.

 

  • Maintenance of systems established to record and control effectively the movement, location and usage of Group computer equipment and Software taking account of relevant legislations as it affects such equipment.

 

  • Establishment conduct and review of systems to ensure continuity of service and support for system in use by the group.

 

  • Provision of IT services to Users in accordance with agreed standard.

 

  • In liaison with the Manager IT Service Delivery Technical Services & Manager IT Service Delivery Operational Services, the periodic testing and maintenance of computer contingency plans designed for use in emergency.

 

  • In liaison with the Manager IT Service Delivery Technical Services, undertake where necessary due diligence of IT suppliers to the group.

 

  • In support of 1st line Technician’s provision of Group helpdesk facilities to assist users in the resolution of incidents, queries, and problems.

 

  • Undertake creation & maintenance of Helpdesk support documents as required.               

 

  • Liaise with external suppliers and maintain business relationships with third parties as required.

 

  • Undertake any other related tasks requested by the Manager IT Service Delivery Technical Services or his/her line superiors.
     

Requirements of 2nd Line IT Service Delivery Technician:

  • 2+ years’ experience in in an IT Service role in Help Desk 2nd line support

 

  • Experience in a service desk environment operating with SLAs, KPIs, CSAT and proper escalation processes

 

  • In depth knowledge of commercial ITSM tools i.e. Solarwinds MSP, Autotask, Service Now (Ticket triage, Automations, workflows, incident & problem management, change management)

 

  • In depth knowledge of RMM tools utilised for monitoring, auto-healing, patching etc (Kaseya, Solarwinds RMM, Datto RMM, ConnectWise Automate, NinjaRMM etc)

 

  • Exchange Server (2013, Exchange Online) configuration & administration

 

  • Extensive Powershell and GPO management skills

 

  • O365, MS Teams, & SharePoint online Management

 

  • Experience in a Windows server environment, 2008R2, 2012, 2016 (Server Setup, Configuration, Management, Maintenance)

 

  • Experience in documentation and Knowledge Base management

 

  • Project Work experience

 

  • 5 GCSEs (or equivalent) grade A-C.

 

  • Educated to A Level standard / NVQ Level 3 (or equivalent)

 

Hours are Monday to Friday 9am to 5.30pm, 37.5 hours per week. 

Please apply by sending your CV as a Word Document. Cassidy Jones Recruitment Ltd are acting as an Employment Agency on behalf of our Client.

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