2nd Line Support Engineer (6 month FTC)
- Full-time
- Working Hours: 35 hours per week
- Salary: Competitive
- Department: Technology
Company Description
Here at esure Group, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.
It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.
Job Description
We are seeking a 2nd Line Support Engineer, reporting to our End User Service Manager, to be a key part of the End User Support function. This opportunity is fixed term for 6 months and will be based at our office in Glasgow.
You will be responsible for providing 2nd line IT support and Service Management to esure Group's end-user community, ensuring issues are resolved within SLA, and liaising with 3rd party IT suppliers when needed.
The day to day:
- Provide on-site support to end users and VIPs and support the resolution of these issues by 3rd party outsource providers
- Analyse the problem, identify the issue, understand the impact to the business in order to determine the priority, and establish an approach for its resolution
- Take steps to restore the functionality of the system. Where the solution is more complex or requires 3rd party involvement then refer the issue and provide a detailed analysis of the situation
- Own problems through to their effective and timely resolution whilst mitigating impact to the end-user
- Manage end-user devices and undertake various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required
- Provide input into projects by interpreting the implications of any projects on the environments under support
- Contribute to asset management audits and review and action audit reports
- Produce and maintain technical documentation and user guides for relevant systems
- Understand business operations and their dependencies on I.T. systems
- Manage a diverse workload of reactive and proactive tasks with differing priorities in a dynamic environment
- Manage expectations between the end-user and any 3rd party suppliers involved in resolving issues
- Communicating technical issues to a non-technical user
- Prioritising calls by assessing the urgency, business impact and technical nature of the call
- Peripheral support (including performing basic maintenance) for printers, multi-functional devices and scanners
- Commission and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets
Qualifications
We'd love you to bring:
- Incident Management Systems I.e. Servicenow
- Enterprise Service Desk
- Office 365
- File and Folder Access Management / SharePoint Online
- Active Directory Administration
- Antivirus
- Remote Access Technologies i.e. VPN, RSA
- Basic Telephony
- AV equipment such as video conferencing, projectors, smartboards, flat-screen TVs
- Microsoft productivity software such as Office 2016 or later, Project, Visio, Internet Explorer
- Thin client/virtual desktop environment
- Patching network and telephone cables within computer room patch frames and at the end/desk connection point
- Disaster Recovery support
- XenApp, XenDesktop, Desktop/Laptop Client, software delivery and packaging environments
- Exchange Administration
Bonus:
- ITIL Foundation qualification
- Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions
Additional Information
What we will offer you in return:
- A competitive salary that recognises your skills, experience and potential
- 25 days annual leave plus 8 flex days (equivalent to bank holidays to be taken as and when suits you)
- Bonus scheme
- Flexible working – including hybrid working post covid
- Staff discount on our products
In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.