2ND LINE WEB SUPPORT ENGINEER - SC CLEARED

REQUIRED: 2ND LINE WEB SUPPORT ENGINEER - SC CLEARED
LOCATION: BRACKNELL
RATE: £158PD BASED ON A 37 HOUR WEEK
DURATION: 3 MONTH INITIAL CONTRACT


The role holder works under limited supervision, performing routine activities and taking on non-routine activities. The role holder understands the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.

Key Accountabilities
* Technical Capability. Fully able to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members
* Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first class service.
* Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
* Problem Solving. Takes ownership for listening to and understanding customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
* Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
* Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.

Skills required:
Windows 2003 Server Technology including :
-GPOs
-DNS
-Active Directory
-User Account Management
-DFS
-Microsoft Office
-Ability to interpret performance indicators e.g. KPIs


A national security clearance is required for this role but candidates not holding this level of clearance will be considered. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.