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2nd Level Deskside Support Representative IT Engineer

Slough, Berkshire

£28000 - £30000 per annum


| Main responsibilities / job expectations

  • | | --- | |

  • Hardware IMAC Support:
  • Provide work space and utilities for support personnel including desks, bench space, telephones, network access and power.
  • Troubleshoot, diagnose and resolve the tickets which required onsite support
  • Coordinate within Vendor and Level 3 support team, Level 2 Backline and Service Desk teams for ticket resolution
  • Schedule Supported Device installation, Software and Hardware activity with End User at their convenience in order to minimize disruption
  • Participate in war room during major incidents
  • Manage any enduser service requests (e.g. desktop, mobile) which require local interaction
  • Support all end users devices & their accessories (not limited to Desktop / Laptops, Mac, Telephones, Smartphones, Tablets, Videoconferencing systems, printers, printer consumables)
  • Collect hardware as part of users leavers process

  • Asset Management:
  • Maintain asset register including hardware and software
  • Alert Customer in case of licensing issue (Software)
  • Manage nonstandard intervention / software installation
  • PC and other devices logistics Management

  • Software IMAC and configuration:
  • Resolve breakfix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
  • Perform Soft IMAC, Image loading where this cannot be executed remotely
  • Bios, Drivers, Software deployment on end user devices
  • Deployment of mobile apps

  • Hands and feet support on all devices
  • Meeting room support and conference room devices
  • Printers
  • Laboratory and manufacturing devices

  • Support to Organizational Events
  • Customer 3rd Party Support and Coordination
  • Infrastructure onsite support and interventions in coordination with Ipsen and/or Ipsen partners
  • Offsite Backup and tapes management
  • Maintenance Activity / logistics support in coordination with Third Parties.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problemsolving process
  • Direct unresolved issues to the next level of support team
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Followup and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures and instructions
  • Be responsible for new starter setup and repossession of leavers equipment,
  • New User Onboarding present IT and provide new user IT inductions,
  • Manage relationships with vendors and ensure highavailability of businesscritical IT systems,
  • Provide user trainings and continual development
  • 1st/2nd line Network support and troubleshooting
  • Work in collaboration with Ipsen partner for infrastructure support and infrastructures projects.

  • Soft Skills

  • A strong customer service focus (High Level of customer interaction and engagement)
  • Excellent interpersonal and communication skills (both written and verbal),
  • Comfortable working both autonomously or as part of a team.
  • Ability to work under pressure
  • Negotiation skills
  • Be able to provide VIP support and appreciate the difference between standard user and heightened IT Support.

  • | | Experience:
  • | | --- | - At least 5 years of experience in an IT Support - Technical experience in IT Systems management and desktop support, - A Bachelors in a relevant field preferable or equivalent experience, - Experience with the following systems: OSX, Windows system & applications, mobile, , - Proven experience as a help desk technician or other customer support role - Good understanding of computer systems, mobile devices and other tech products - Ability to diagnose and resolve basic technical issues - Proficiency in English - Good communication skills with strong customer focus - Customeroriented and cooltempered - BSc/BA in IT, Computer Science or relevant field - Exposure to ITIL v3, specifically in the area of incident/request, problem & change | - Excellence knowledge of the IT workplace environment:
  • Operating systems Windows, Mac OS
  • Mobile devices (IOS, Android)
  • Microsoft Office O365 applications (Outlook, Word, Excel, Visio, Project)
  • Proficient on:
  • Visio conferencing systems (Skype, Bluejeans, Cisco)
  • Printer Support
  • Network Desktop Patching
  • Active Directory / Exchange
  • Experience with Microsoft Windows and Office suite, Active Directory (AD), MDM, AV.
  • Good understanding of Network, Security, Telecom Technologies.
  • Experience working with Apple MAC.

  • | | --- |

Posted 18 days ago

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