2nd Line Service Engineer - Greater Manchester

Agile Recruit is currently looking for a 2nd Line Service Engineer. In this role you will be a member of IT Service Management function and part of a diverse team. The Service Management function is responsible for service support with customer service level agreements and supporting colleagues with their IT service.

As a 2nd Line Service Engineer, you will provide operational day-to-day support for the build and run operations for end user services, including local deskside support, collaboration with internal customers and third-party vendors.

Key Requirements:

• Experience in relevant 2nd Line Service and/or end user services technologies
• Excellent communication skills and strong time management
• Experience of working in a complex organisation
• PC Image definition and build
• Application packaging and deployment
• ITIL Foundations Certification

Responsibilities?:

• Job logging and recording all calls and related activity within the IT Service Management tool, ServiceNow.
• Follow, Create, and maintain operational and procedural documentation and escalation processes.
• Manage the technical resolution of assigned problems, incidents, issues, and emergencies.
• Provide installation, configuration, delivery, maintenance and monitoring of hardware, components, and services.
• Delivery of defined 2nd Line Service and/or end user services technologies to support the business agreed service levels and in collaboration with vendors where applicable.
• Strive to excel by meeting or exceeding the Service Level Objectives.
• Liaise with internal stakeholders and vendors.
• Deliver infrastructure development / build activities, including release and deployment management for new services.
• Work as a member of the wider team while collaborating with business users to develop and deploy system features.

Experience & Qualifications:

• Minimum 2 years working within a similar role within a medium to large organisation and or an IT qualification within the IT support environment.
• Experience in maintaining and remediating services and seeking opportunities to improve the operations.
• Technical experience across:
• Windows 10, Microsoft 365, Microsoft SCCM/Intune, Active Directory and solid hardware knowledge across laptops, PCs, mobile devices, and other equipment.
• Experienced of working with global teams and culturally diverse locations.
• Ability to overcome challenges to ensure positive outcomes
• Highly driven and enthusiastic
• Ability to discuss technical content in an everyday relatable way and be detail orientated when managing IT incidents and requests capturing clear and concise details.