IT Second Line Engineer

Job Description

As a Second Line IT Support Engineer, you will specialise in troubleshooting technical issues for end users, both hardware and software related.

The role holder will also be responsible for fulfilling both Incidents and Service Requests, investigating and resolving issues for users where this can be achieved remotely, without the need for site visit. Troubleshooting of hardware and software issues on both Windows and iOS, software and hardware installs. Flexible approach to occasionally assist first line support with inbound calls, live chat (to increase capacity when first line has potential resource issues), support first line analysts in service resolution and intervene in difficult calls.

The successful candidate will be part of the wider service desk support team and will also work alongside IT Logistic and Dispatch Engineers who are based in Bristol providing resource contingency and support as and when required. When supporting the Logistics and Dispatch Engineers you will be required to attend the office daily. This work will include but not limited to Liaising with Couriers, preparing items for secure dispatch, Accurate updating of the IT systems for incoming and outgoing goods

For a full list of responsibilities, please refer to the Role Profile attached.

About you

We are looking for someone with an excellent and robust technical knowledge of Windows, iOS and macOS operating systems. You will also have a sound awareness of their infrastructure and applications.

You have brilliant communication skills and can relay information and messages to others in an easy to understand way, tailoring your approach to suit the recipient.

Qualification Information

For this role you will hold and ITIL V3 Foundation, HP hardware accreditation or similar.

We will accept applications from candidates who have relevant experience and are willing to work towards obtaining the qualifications if successful at interview.

About Us

The Driver and Vehicle Standards Agency (DVSA) helps everyone stay safe on Britain’s roads.

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Please see attached candidate notes for further information about our recruitment process.

The Department for Transport recruits using Success Profiles. For each role, we consider what you need to demonstrate to be successful.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

You can read more about Success Profiles here visit our Careers website.

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