Summary: The 2nd Line Support Engineer role is focused on providing second-level technical support for various IT equipment, including desktops, laptops, and mobile devices. The position requires delivering face-to-face assistance, maintaining accurate records, and diagnosing hardware and software issues. Additionally, the engineer will participate in user training and identify opportunities for technology improvements within the business. This role is based on-site in Sheffield and may involve shift work.
Key Responsibilities:
Deliver face-to-face technical support to users of IT equipment.
Adhere to established procedures to respond to requests for assistance, offering information to help users resolve their issues.
Keep accurate records of all issues, resolutions, and contact details.
Perform installation and routine maintenance of IT equipment and software.
Build or rebuild IT equipment as needed.
Conduct user coaching and "How Do I" training sessions.
Diagnose and resolve hardware and software faults.
Analyse reported incidents to identify trends and underlying issues.
Manage the relocation and changes of IT equipment.
Identify opportunities for improving how technology supports the business.
Participate in testing new applications and hardware as required.
Key Skills:
Experience in providing IT support to users at all levels.
Preferably, experience in providing IT support within a banking environment.
Strong analytical skills to quickly assess situations, their impact, and options for resolution.
Ability to work under pressure and deliver within tight timescales.
Excellent interpersonal skills.
Strong communication skills, both verbal and written.
Proven technical support proficiency in MS Windows (all supported versions).
Proven technical support proficiency in MS Office (all supported versions).
Proven technical support proficiency in MS Outlook (all supported versions).
Proven technical support proficiency in mobile technologies.
Knowledge of Apple & iOS is preferable.
Proven technical support proficiency in Citrix.
Knowledge of market data and banking applications is preferable.
Salary (Rate): 150
City: Sheffield
Country: UK
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
