IT Service & Support Specialist, 2nd Line

  • Location

    Birmingham, West Midlands

  • Sector:


  • Job type:


  • Salary:

    £15 - £18 per hour

  • Contact:

    Tom Noott

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    almost 2 years ago

  • Duration:

    6 Months+

  • Expiry date:


  • Startdate:


Our client who are based in the West Midlands are currently recruiting for an IT Service & Support Specialist. This is an exciting career opportunity to work within a World Leading Automotive R&D Centre.

Job Purpose:

  • Work with the Senior IT Service & Support Engineer to provide day to day IT Support to the user community

Personal Specification:

  • Individual must have demonstrable skills at second-line level

Essential skills & experience:

  • In-depth knowledge of Office 365, Windows 7 & 10 and other standard client applications.
  • User account creation and management; Active Directory & Exchange
  • Automated PC build and software deployment technologies
  • Familiarity with formal methodologies, particularly ITIL
  • Ability to prioritise and schedule work to deliver maximum value to the business
  • Demonstrable ability to undertake diagnostics in a structured and effective way
  • Desirable skills & experience:
  • SharePoint
  • PRTG infrastructure monitoring
  • ITIL V3 Foundation qualification
  • Up to date Microsoft qualifications, particularly network management & SCCM

Main Duties and Responsibilities:

  • Work with the rest of the IT Team to deliver high quality IT support to a user community of around 150 people.
  • Support the transition from reactive to proactive tasks through improved processes, monitoring, maintenance and management.
  • Diagnose and resolve problems across the full range of IT solutions in use within the business, taking the initiative and working proactively, without close supervision.
  • Work with the rest of the IT Team to improve support quality and productivity.
  • Actively seek improvements to processes, policies and procedures to enhance customer service.
  • Ensure all incidents are recorded and handled properly.
  • Further the reputation of the IT Team within the business by communicating effectively, supporting agreed policies and behaving in a professional manner.
  • Help ensure the needs of new starters are fully met, right first time.
  • Proactively share knowledge and help other team members to do the same.
  • Ensure solutions provided are in line with agreed IT strategy and standards.
  • Adhere to industry best practice, as outlined in ITIL V3.
  • Use the Service Desk Management Tool and associated resources effectively and constructively. Work to and support use of Key Performance Indicators (KPIs).
  • Support IT elements of projects and initiatives, working effectively with in-house and external resources.
  • Work with the rest of the team to ensure periods of holiday and absence are covered as effectively as possible, so as to minimise risk to Service Delivery.

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