2nd Line Support Engineer

Role Description: Providing 2nd line support to our clients both remotely as well as desk side.
Location: Place of work will be a variety of client sites either 1 or 2 days per week - all London based including Drury Lane, Notting Hill and Victoria. Transputec offices are in Wembley.
Required: Unrestricted right to work in UK
Status: Permanent / Full Time

1. Role description:

The role of 2nd Line Support Engineer is to provide 2nd line support for all customer services (internal and external) in end-user computing operations including client hardware, client operating systems, client applications, printing and network connectivity in accordance with agreed procedures for Incident, Problem, Change, Release and Configuration Management to defined customer service levels.

2 Function

  • To ensure quality and timely delivery of all 2nd line desktop support services both telephonically and deskside
  • To assist in the delivery of engineering projects
  • To relieve other staff in onsite positions on an ad hoc basis in addition to others as need arises.
  • To deliver 2nd line services at various client locations

3 Personal Responsibilities

3.1 Reporting

  • Undertake 2nd line tasks assigned by client site contacts
  • Notify team leader of any issues arising from delivery of responsibilities
  • Inform Service Management of all customer complaints, accolades and SLA exceptions (with mitigation or explanations) as they occur

3.2 Process

  • Follow Desktop Support procedures that comply with Quality Management Processes in conjunction with operating staff
  • Follow controls and documentation procedures
  • Be aware of and comply with all client processes when working on client site i.e. Change Control Process, Health & Safety Policy
  • Complete all documentation required and follow all processes for the area
  • Adhere to all documentation standards and processes

3.3 Self-Management

  • Ensure personal details are maintained using the Company’s standard tool
  • Ensure compliance with weekly and monthly time sheet completion requirements
  • Communicate to the 2nd line Support Services Team leader any client issues that concern them
  • Ensure compliance with the Transputec working practices
  • Ensure that you comply to all Transputec policies and report any breaches of policy to the 2nd line Support Services Team leader
  • Ensure you report any unplanned absence to the 2nd line Support Services Team leader by 08:00 on the first day of absence
  • Develop, own and agree personal objectives with the 2nd line Support Services Team leader
  • Develop and agree your Training and Development Plan with the 2nd line Support Services Team leader
  • Agree clearly defined objectives with the 2nd line Support Services Team leader and ensure they are all met
  • Manage your working environment in accordance with Transputec workplace policies
  • Ensure that in the event of sickness, an individual claim form is forwarded to the 2nd line Support Services Team leader on the first day back at work
  • Ensure all holiday requests are approved by the 2nd line Support Services Team leader before any leave is taken or flights booked, etc.

3.4 Strategic

Support Team leader in:

  • Planning and reviewing all team activities ensuring that a quality service is provided
  • Ensuring the Desktop hardware and software strategies are kept in-line with current standards
  • Planning, developing and implementing effective strategies, policies and procedures to achieve short and long –term plans and objectives
  • Promoting quality achievement and performance improvement throughout the department
  • Considering the application of environmental and health and safety standards
  • Producing a strategy for the area in line with the business strategy
  • Planning service improvements when required
  • Liaising with projects team and customer on matters relating to work remit
  • Participate in the daily peer-to-peer QA process and weekly Team Leader led QA feedback sessions

3.5 Customer Service

  • Follow standards of service for customers or clients
  • Assist in managing client expectations in relation to delivery and project requirements
  • Provide technical advice and support to customers and other Transputec teams
  • Build and maintain relationships with customers and clients for your area
  • Represent your team to the business and clients
  • Forward details of all customer complaints and responses to the Quality Assurance Manager for inclusion in the Quality File as they occur

4 Technical Responsibilities

  • Deliver 2nd line support activities and duties
  • Desktop/laptop imaging, builds and repairs
  • Server build, configuration and installation
  • Input to project co-ordinators and managers to help produce proposals for work undertaken on behalf of the customer to be delivered by the team
  • Attend meetings as required based on work being undertaken
  • Escalate quality matters to team leader
  • Assist fellow team members in identifying solutions to problems
  • Be flexible and be able to work out of hours when necessary
  • Is able to analyse, diagnose, troubleshoot problems, within set SLA`s
  • Able to work methodically and logically.
  • Is able to communicate effectively, both orally and in writing.
  • Server hardware/software builds
  • Exposure to Windows 2012/2016 Server
  • Some exposure to MS Exchange & VirusScan
  • Networking experience
  • Ability to learn quickly and to follow processes
  • Identifying and responding to calls in a professional manner

5 Key Measurements

  1. All timesheets for self to be completed accurately and submitted by the target date
  2. All Quality Documents; i.e. callout sheets, project sheets, etc and other agreed documentation to be submitted by the target date
  3. Update any system with relevant information pertinent to the job; e.g. Heldpesk System
  4. Ensure service commitments (as identified by internal and external KPIs) are met at least 95% of the time
  5. In addition to handling a reasonable number of calls, engineers are expected to achieve an average of 90% per QA feedback session. Quality assessments will be done on selected and/or random calls at a minimum of 5 calls per engineer per week.

6 Person Specification

  1. Minimum of 3 years in a support role - Essential
  2. Good hardware knowledge (server, laptop, desktop and printers) - Essential
  3. Good software knowledge (Microsoft) - Essential
  4. A+ certification - Desirable
  5. MCP qualified - Essential
  6. Effective co-ordination skills, able to prioritise and execute competing activities - Essential
  7. Good interpersonal skills, ability to liaise with personnel and clients at all levels and adapt style accordingly. Ability to work within a team environment - Essential
  8. Planning and Organisation: Applies a resourceful, structured and methodical approach to work, using time management skills and prioritising - Essential
  9. ITIL foundation level as minimum certification - Desirable
  10. Cabling knowledge - Desirable
  11. Good communication skills - ability to clearly communicate confidently both verbally and in writing with clients - Desirable

Apply Here

All our vacancies require the applicant to have the unrestricted right to work in the UK. We are not recruiting for roles in the UAE.