2nd Line End User Support Engineer

at  Aspire Technology Solutions

ABOUT ASPIRE

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand!

INTERVIEW PROCESS

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone’s calendars.

• Shortlisted candidates will be invited to a pre-screening call via teams to discuss your experience and what you’re looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

ABOUT THE ROLE

We are looking for a 2nd Line End User Support Engineer with a strong technical background and passion for problem solving.
Working alongside the wider Service Desk, you will work towards continually driving home technical solutions whilst putting our customer’s needs first. You will be delivering exceptional customer service for cases which have been escalated to you by our 1st line End User Support Engineers. This could involve fixing a technical fault, answering a query, or fulfilling a service request whilst imparting your knowledge to other members of the End User Support team.
Our ideal candidate would be an experienced engineer, who is an instinctive problem solver and able to take a proactive approach to drive technical solutions end to end. Strong communication skills will help you to diagnose the customer’s issue and explain technical issues in a way that non-experts can understand. Efficiency is also important to succeed, as you will be managing a diverse workload.
Communication with customers will take place over the phone and via email whilst utilising fault-finding programmes that assists you in diagnosing and fixing customer problems remotely. Customer service is key to success in the role – living our values are woven through everything we do to guarantee that our service delivery is second to none.

WHAT YOU WILL BE DOING -

• Providing day-to-day IT support for a large and diverse customer base through remote diagnosis, troubleshooting and resolving tickets in relation to issues with the following:
• Software installation and configuration
• Dealing with bespoke client software
• Operating system configuration
• Local machine performance
• Supporting EUS T1 & Quick Fix teams with escalation
• Managing P1 and P2 incidents, ensuring in-depth troubleshooting
• Troubleshooting and diagnosing technical issues for both internal and external customers
• Working to SLA’s for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and requests whilst following existing procedures and best practices.
• Support continual improvement by identifying opportunities for improvement and efficiency including automation of manual processes and sharing your knowledge with other End User Support team members.
• Establishing and nurturing robust professional relationships with Service Desk teams, Key Stakeholders, and other teams across the Aspire network.

YOU WILL SUIT THE ROLE IF YOU HAVE –

• Demonstrable knowledge or experience in Technical Support, Service Desk and/ or IT roles.
• Experience working with IT infrastructure including Active Directory permissions, Citrix, security, desktops, firewalls, and peripheral equipment such as printers and mobile devices.
• Strong problem-solving and troubleshooting skills with the ability to take action.
• Able to support and collaborate with 1st line engineers with escalations or queries to openly share information, knowledge and experience.
• Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to diagnose issues and resolve issues.
• Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload, exceed customer expectations and deliver results within agreed SLAs.
• Timely reporting of progress on service desk issues and escalation to 3rd Line as required.
  It is a great opportunity to build on your technical skillset. Ideally, you’ll have a previous working knowledge of the following: Windows operating systems, Active Directory, SCCM, Exchange and Office 365.
  An understanding of Service Desk operations, a qualification within the ITIL framework and experience using an ITSM tool would be useful.