IT Technician - Deployment Engineer

As a Technician, you will be responsible being part of the 2ndLine team that will be responsible for providing 2ndline ICT support for the Group. The 2nd Line team will provide a customer sensitive and responsive support, fault resolution, advice and technical support services, which ensures the maximum availability, performance and utilisation of ICT systems for the Group. This role is to contribute to the Windows 11 Project Deployment Team as a deployment engineer.,

• Provides 2nd line technical support to end-users; acts as a liaison between 1stand 2ndline support, responds to Service Desk calls that cannot be resolved by the 1stLine team.
• Contributing to the Windows 11 Project Deployment Team as a deployment engineer.
• Responsible for expensive ICT equipment and configuration, testing and installation software, repair and maintenance of ICT equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl. transfer of user's data.
• Responsible for instructing ICT users in the proper and safe use of ICT equipment.
• Solutions driven, confident and friendly approach when dealing with end users.
• Responsible for scheduling your workload in conjunction with the Lead Technician.
• Participate in a rota for your team to ensure that the Service Desk has the 2ndline team available during the agreed hours, and that there is a 2nd line on-call service available to the Group.
• Contributing to the Service Desk knowledge base., Provides 2nd line technical support to end-users; acts as a liaison between 1stand 2ndline support, responds to Service Desk calls that cannot be resolved by the 1stLine team.
• Responsible for expensive ICT equipment and configuration, testing and installation software, repair and maintenance of ICT equipment. Asset tagging and recording as required. Check user requirements which may require configuration/customising the hardware/software to individual user requirements incl. transfer of user's data.
• Responsible for instructing ICT users in the proper and safe use of ICT equipment.
• Solutions driven, confident and friendly approach when dealing with end users.
• Responsible for scheduling your workload in conjunction with the Lead Technician.
• Participate in a rota for your team to ensure that the Service Desk has the 2ndline team available during the agreed hours, and that there is a 2nd line on-call service available to the Group.
• Contributing to the Service Desk knowledge base.
• Contributing to the Group's Configuration Management Database (CMDB) in conjunction with the Service Delivery Analysts.
• Contributing to the Group's asset management database in conjunction with the Hardware and Software Asset Analyst.
• Provide second line technical and operational support services for the Group's satellites sites as and when required
• Ensuring that you provide feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call
  
  You will need to have experience of Information Technology Infrastructure Library (ITIL) service principles and processes with experience in ICT Service Delivery, in particular the areas of incident, request, and problem management.
You should have excellent interpersonal skills and be comfortable building relationships with customers at all levels. You must have analytical and problem-solving skills and be able to make recommendations based on analysis of data. You must be able to work under demanding timescales and remain calm under pressure particularly during major service disruptions.