2nd Line Platform Support Technician

2nd Line Platform Support Technician / TSSS Systems Technician

Edinburgh

Contract - Onsite

Working hours are Monday to Friday 1.30pm to 10pm with no on call responsibilities. There may be a requirement to work outside of these hours to suit customer needs.

Do you see yourself as a key team member of one of the world's most successful ICT Services and Solutions companies?

Leading IT Services Provider require a skilled 2nd Line Platform Support Technician to join their team based in Edinburgh.

Main Responsibilities

• Progressing end user incidents referred from the Service Desk using approved tools and in compliance with the Incident process.
• Telephone contact with end users.
• Investigating and diagnosing technical issues passed over from Service Desk.
• Working with Tech Leads and other team members on mitigation and resolution of the incidents.
• Resolving or transferring incidents to appropriate Support Groups.
• Applying timely and accurate updates to assigned incidents.
• Tracking SLA expiry times and resolving incidents within SLA deadlines.
• Updating knowledge documents and raising request for new KSDs.
• Identifying incident trends and potential service improvements and communicating them via the appropriate channels.

Core Skills

Essential

• Previous experience in a customer facing 2nd Level support role
• Background in end user support and customer service environments
• Good Microsoft Office 365 knowledge
• Good Microsoft Azure knowledge
• Good Windows10 knowledge
• Knowledge of Windows 2012 and 2016 Server technologies
• Excellent Communication skills both written and verbal
• Excellent time management skills
• Willingness to learn and develop IT knowledge
• Ability to analyse issues and identify the best solutions within SLA.

Desirable

• Knowledge of Microsoft VBA, Powershell scripting skills
• Exposure to Citrix Technologies
• Exposure to vSphere.
• Exposure to Microsoft Virtulisation, Appv5, HyperV technologies
• Understanding of ITIL processes

Please apply via this site in the first instance, or send a CV with a covering note to Amber.Lowman@projectpeople.com

Project People is acting as an Employment Business in relation to this vacancy

Project People is acting as an Employment Business in relation to this vacancy.