2nd Line Support Engineer

2nd Line Support Engineer – £155/day – IR35 TBC – Onsite – London – 12 Month Contract

I am currently supporting a key client who is looking for a 2nd Line Support Engineer to join their team on a 12 month contract.

2nd Line Support Engineer Responsibilities:

• On-site hardware and software support, employee onboarding and offboarding, general troubleshooting for Windows, macOS, and iPadOS through MDM and RDP solutions, and basic network support. Documenting requests and incidents in ServiceNow, meeting SLA and KPIs. Preparing laptops and desktops for deployment for replacements and onboarding. Secure wiping computers after offboarding/returns to remove confidential data. Pre-building computers to be ready for urgent deployments.
• Inventory management: reordering shipping supplies and restocking inventory, monitoring inventory levels and keeping stock levels up to date, and keeping inventory secured and organized.
• Asset management: keeping track of asset database, updating and adding/modifying IT assets, labeling assets, handling hardware asset requests, refurbishing useable return equipment, and hardware disposal. Completing cross-country full-asset organization and replacing devices at the end of their lifecycles.
• Logistics: shipping assets via UPS/DHL, packaging items, keeping track of shipments, escalating border control/import tax requests, organizing the collection of IT equipment returns.

2nd Line Support Skills Required:

• ITIL Certification and asset
• Working knowledge of ticketing systems
• Proven experience in identifying and implementing process improvements and CSI
• Must possess empathy for people with problems and be able to tactfully deal and communicate with customers

If this role is of interest, please apply for interviews next week.