2nd Line Remote End User Support Engineer, Erskine
2nd Line Remote End User Support Engineer, Erskine
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Job Description
Job Description:
iAction Engineer Job Roles Specification and Responsibilities.
This roleprovides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technicalsupport. The role will require a flexible working ethic and a pragmatic approach to IT Support they will have first/second line support background and have good customer service and communication skills along with methodical troubleshooting techniques.
This role will require some working from the DXC site in Erskine
- The group are responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/7/10
- You will provide telephone technical support to end users onsite engineers and implementation teams where required.
- The team will investigate diagnose and resolve incidents/problems experienced by customers where incidents are raised by the service desk:
Typical issue encountered are;
- Desktop/thin client hardware and software issues.
- Laptop hardware and software issues.
- WiFi LTE laptop mobility support.
- Peripherals such as scanning devices and removable mass storage units.
- Using Active Directory to troubleshoot and resolve customer incidents.
- Using various Citrix tooling related to user sessions.
- Solving software delivery issues encountered by customer. This involves using SCCM console to resolve faults and redeliver software.
- Apply knowledge base fixes to resolve a myriad of incidents.
- Update maintain and administer Knowledge base
- Pass relevant knowledge onto service desk.
- Known problem linking and workaround fixes.
Education and Experience Required:
Bachelors degree in Computer Science Engineering Business or related field or equivalent work experience. May hold entrylevel or intermediatelevel certification(s) in work field. Typically 25 years of relevant experience.
Essential Knowledge and Skills Required:
- Windows 10 / 11
- Active Directory
- Office 365
- Solid understanding of technologies/hardware supported
- General understanding of related technologies
- Customer Service
- Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve with progress towards SC.
- Candidates should be UK national no dual nationals should apply
Desirable skills and knowledge/certifications
- Citrix Xenapp and Citrix Xenapp end user support
- Any Microsoft/Citrix/VMWare certification
- Appsense Management
- Other virtualization solutions e.g. VMware
- SCCM
- AppV
- Networking
- Microsoft Exchange
- Microsoft InTune
- VMWare Horizon
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Employment Type
Full-Time
