2nd Line Support Technician

Our Central Government client based in Taunton, Somerset, are looking for a 2nd Line Support Technician to work on an initial 6 month contract. This is an immediate requirement.
Due to the nature of the role the successful candidate will be required to have SC clearance.
This role will be based in a customer facing department and carries out the 2nd line support duties for the departments Computers, Printers, and Telephone infrastructure. The team is also responsible for the support and maintenance of Audio Visual systems including Video Conferencing, mobile devices such as Laptops, Blackberry's (including the Blackberry Enterprise Server) and other mobile telephones. The team resolves customer IT related incidents either remotely or face-to-face and implements customer requests for installation of new IT equipment, software etc within defined service levels.

Main Duties/ Responsibilities
*Responsibility for the day to day operational and administration support of the department's computer, printer and telecommunications infrastructure. This includes PC/Laptop Support, software installation (both manual and automated via remote tools), software support (both in-house and COTS), technical configuration of PC hardware, file and print services, operating systems, network configuration of PC's/printers, email, Audio Visual equipment, Blackberry handsets and other mobile devices.
*Investigate, diagnose and resolve customer incidents relating to desktop IT and telecommunications infrastructure within defined service targets. Resolution should be carried out via remote tools where possible, otherwise by visiting customers in their location. Incidents can relate to both hardware and software issues.
*Implement customer requests for new software, hardware and telecommunications (or changes to) within defined delivery timescales.
*In the case of requests for non-standard items the post holder will be required to complete a technical Impact Analysis which includes testing, detailing the work to be carried out, roll back procedure, impact, timings etc.
*Resolve telephone related incidents. This will often involve tracing telephone ports back to the Telecommunications Frame Room and if required arranging 3rd party suppliers to provide a solution.
*Enable telephone ports for new telephone requirements/office moves, where cabling infrastructure exists.
*Complete Impact Analysis for service/change requests to determine whether work can be implemented by PC Support or 3rd party supplier.
*Set up voice mail, hunt groups, carry out extension swaps and other admin duties.
*Utilise Service Management Tools to manage user incidents and requests to completion within agreed timescales.
*Completion of electronic change forms for all IT equipment that the post holder re-locates, within 24 hours of an IT move.
*Maintain system support documentation, e.g. standards, procedures, configuration information, fixes etc in a central knowledge base.
*Assigning incidents/requests to PC Support technicians when on Support Hour's Rota.
*Provision of reports/information as directed.
*Regular housekeeping tasks including Windows Server Update Service, Sophos, Active Directory, Altiris.

Skills/ Experience Required
Essential:
*Practical experience in a 2nd line support environment, supporting Windows XP, and Windows 7 in a live environment, including experience with Active Directory.
*Experience in supporting MS Office XP, 2003, 2007, 2010, and Internet Explorer in a live environment.
*Experience in supporting hardware, fault diagnosis, configuration, including Print Devices.
*Knowledge of networking concepts.
*Has evidence and can demonstrate good problem solving skills.
*Excellent customer facing skills.
*General awareness of the ICT marketplace and emerging technologies.
Desirable:
*Experience of using the Assyst Service Management tool or similar.
*Experience of using AppleMac.
*Experience of using VMWare.
*Experience in using the Altiris Client Management tool or similar.
*Experience in supporting Nortel/Meridian Telephone systems.
*Experience in supporting Audio Visual equipment including Video Conferencing.
*Blackberry Handheld devices and Blackberry Enterprise Server.
*Awareness of the Internal Market mechanism.
*Experience in software packaging for deployment.

Formal Qualifications Required
Desirable:
*Microsoft Certified Professional qualified or equivalent.
*Microsoft trained/certified in Windows 7.
*ITIL Foundation Certificate in IT Service Management

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.