2nd line remote End User Support - Modern WorkplaceJob Description:This role provides 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 technical support.
The role will require a flexible working ethic and a pragmatic approach to IT Support, with a first/second line support background, good customer service and communication skills, along with methodical troubleshooting techniques.Shifts would cover support hours of 7am-7pm Mon-Fri and SC clearance is required for this role.
Single UK Passport holders only.The group is 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, on-site 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 issues encountered include: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 customers, involving the use of SCCM console to resolve faults and redeliver software.Applying knowledge base fixes to resolve a myriad of incidents.Updating, maintaining, and administering the Knowledge base.Passing relevant knowledge onto the service desk.Known problem linking and workaround fixes.Essential Knowledge and Skills Required:Windows 10 / 11Active DirectoryWindows Server 2003 and Windows Server 2008R2 EnterpriseSolid understanding of technologies/hardware supportedGeneral understanding of related technologiesCustomer ServiceCandidates 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 nationals; no dual nationals should apply.Desirable skills and knowledge/certifications:Citrix Xenapp 5 and Citrix Xenapp 6.5 end user supportAny Microsoft/Citrix/VMWare certificationAppsense ManagementOther virtualization solutions, e.g., VMwareSCCMApp-VNetworkingMicrosoft ExchangeMicrosoft InTuneVMWare Horizon#J-18808-Ljbffr