2nd Line Support Technician - Security Cleared

2nd Line Support Technician - Security Cleared
  • Competitive
    ANNUM
  • Contract
  • Dartmouth, Devon, England, UK Dartmouth Devon GBR EX17EZ
Job Ref: 50217891
Sector: Other
Date Added: 08 November 2021

2nd Line Support Technician - Security Cleared

Lorien Global have partnered up with a Global IT service provider.

We are actively recruiting a security cleared Senior 2nd line support technician to join our client's team on a 1-year contract.

This role will be working on site based in Lympstone and Dartmouth.

Role Purpose:

The role will involve resolving all delivery issues, providing solutions and fixes. The second line support technician will be required to Investigate reported failures to IS Service Delivery, working on our Support Works ticketing systems to record all aspects/issues and related fixes while ensuring disruption to service is kept to a minimum. This position is co-located at Dartmouth & Lympstone in the West Country, operating a shift rota between sites on a two-week changeover. The successful applicant may also engage in projects further afield from time to time, as well as be expected to support our other remote West Country sites when required.

Duties:

To ensure that assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the SLA and in accordance with defined clients Procedures.

To deploy images and software to workstations using Microsoft SCCM or current deployment applications.

To research, develop, build, test and advise on workarounds, permanent fixes, requests for change (RFC), and new technology.

To produce and maintain records, procedures and other documentation related to the IS Service.

To adhere to all the clients IS Policy documents, including Change & Release, Configuration, Security etc.

To maintain the security of the network services in accordance with the Establishment's Sops and current process documentation.

Required to work under minimal supervision and be able to think on your feet as not all assignments will have procedure documentation available.

Key experience required:

  • Demonstrated experience collaborating with 3rd line teams.
  • Experience handling issues and assisting with issues escalated from the first line.
  • A strong understanding of developing, building, testing, and advising on RFC.
  • good knowledge of assisting Service Desk Support calls.

A valid security clearance is required for this role, or you must be eligible to attain one.

If you feel this role matches your skill set and you would like to know more then please apply now!

We are looking for a talented Technician to join our 2nd line support team, able to provide technical support for all aspects of the IS training Delivery solution. The ideal candidate will have worked in a Desktop support background and some experience working with workstations and servers in a Windows Active Directory environment. You will be required to collaborate with 3rd line and work to time driven service level agreements.

The role will involve resolving all delivery issues, providing solutions and fixes. You will be required to Investigate reported failures to IS Service Delivery, working on our SupportWorks ticketing systems to record all aspects/issues and related fixes while ensuring disruption to service is kept to a minimum. This position is co-located at Dartmouth & Lympstone in the West Country, operating a shift rota between sites on a two week changeover. The successful applicant may also engage in projects further afield from time to time, as well as be expected to support our other remote West Country sites when required. You will need to maintain a high level of customer satisfaction by clarifying the customers' needs and ensure they are met whilst working within your agreed support role as defined by your Team Lead. Some of the key tasks and core skills are outlined below but you will also be involved with other work as directed and be expected play your part in contributing to the team's ability to meet target SLA's and KPI's. Ideally candidates should hold minimum SC Clearance to fulfil this position but a strong candidate will be considered if eligible to meet the clearance requirement.

Core Skills and key tasks

To ensure that assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the SLA and in accordance with defined customers Procedures.

To deploy images and software to workstations using Microsoft SCCM or current deployment applications.

To research, develop, build, test and advise on workarounds, permanent fixes, requests for change (RFC), and new technology.

To produce and maintain records, procedures and other documentation related to the IS Service.

To adhere to all the clients IS Policy documents, including Change & Release, Configuration, Security etc.

To maintain the security of the network services in accordance with the Establishment's SyOps and current process documentation.

Required to work under minimal supervision and be able to think on your feet as not all assignments will have procedure documentation available.

Our Hours of support are 0730 - 1800 per week on a split shift, rotated weekly as directed by team lead to cover 37 hours.

Example shift pattern will be 0730 - 1500 & 0930 - 1800.

Lorien Plc is acting as an Employment Business in relation to this vacancy.

Lorien
08/12/2021 19:14:21
GBP Annum
Contact Consultant:
Jacob Roach

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