We are currently looking for a Support Analyst to join our ServiceDesk on a contract basis and work on site with one of our clients based in London. The role requires SC Clearance and the role will start as an initial 3-6 months contract assignment however the demand is great so it is more than likely to extend.

We are currently hiring for an SC Cleared 1st Line Support Engineer for an initial 3-6 months contract assignment based in London, E14 Postcode. (Duration is very likely to extend) (The role is Inside IR35)

The role is 5 days on site. Applicants MUST have current active SC Clearence.

Responsibilities include:

• Logging tickets with 3rd parties, managing the various on-site kit such as AV, room booking systems and digital signage.
• Support desk duties
• Some technical project assistance

Technologies:

• Windows
• Exposure to virtualisation technologies, such as VMware, Hyper-V.

Engineers will be technically proficient at performing on-site support and triage activities for Desk, Wall and Floor ports; WAP ceiling ports; Satellite Equipment Room patching of access Switches;

Shared Printers (GovPrint); Audio Visual Equipment; Room Booking Tablets; Digital Signs. (The ITSM Provider will maintain labelling of devices, cables, printers etc. Initial labelling of these items is the responsibility of the parties installing the solution and is excluded from scope). This will include understanding how to power cycle devices in-scope of service and assisting with the replacement of faulted wireless access points or room booking tablets.

As part of service implementation, the on-site staff will be provided with training on the solutions within the scope of service and will attend service overview sessions to be delivered to occupier and helpdesk support groups to ensure there is a consistent understanding and interpretation of support procedures, escalation channels, responsibilities and scope.

In the delivery of day to day support, where an incident can not be diagnosed or resolved remotely, the on-site engineers will attend in-person to perform triage, diagnose, and resolve the incident or where support from a supplier is required, raise a ticket with the appropriate supplier as per the procedure for that supplier. On-site engineers will also escalate incidents to the ITSM Provider offsite team where required and will assist with on-site diagnostic and resolution activity under the guidance of the offsite team as required.