Level 2 Field Support/Service Desk Engineer (IT)

Level 2 Field Support/Service Desk Engineer 6 Month contract initially Based: London - F/T onsite Rate: Market rates (via Umbrella company) We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We a great opportunity for a number of Level 2 Field Support/Service Desk Engineers. Key Responsibilities: Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of issues for end-users. * Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS. * Provide in-person support in Head Office locations, including assisting to facilitate hardware requests and ensuring procedures are executed to keep asset management tools up to date.

• Diagnose and troubleshoot hardware and software issues.
• Assist with the maintenance and administration of IT systems.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Prioritize incidents and service requests according to defined criteria and follow

processes to ensure customer needs are met. * Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed.

• Identify trends and contribute to finding solutions for problems or challenging issues.
• Assist in managing major incidents with a focus on end user communications
• Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure,

and application suite.

• Receive and document knowledge/solutions from Level 3.
• Author, edit and review knowledge base articles following the KCS methodology for

ETS team members and end users * Promote knowledge sharing, including training for Level 1 employees and cross training peers.

• Identify opportunities to automate processes or shift to the Level 1 team.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the

organization.

• Build rapport and elicit problem details from service desk customers.
• Drive best practices and encourage end users to utilize the tools and processes we

have in place * Provide suggestions for continual improvement. Key Skills & Experience:

• Ideally 3+ years of Level 2 - IT Service Desk Support experience
• Experience with ServiceNow - ITSM ticketing tool
• Experience with remote desktop support tools
• Must have technical knowledge on Windows Operating system including configuration, administration, and troubleshooting.
• Must have Networking Knowledge of TCP/IP, DNS, DHCP, & VPNs, along with ability to troubleshoot network connectivity problems
• Ability to diagnose and resolve hardware issues including identifying malfunctions & replacing faulty components.
• System administration experience with AD, cloud platforms and other system admin tasks
• Advanced troubleshooting skills for both software and hardware issues and ability to use advanced tools and techniques

This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.