As a Desktop 2nd Line Engineer you will be responsible for ensuring all tickets escalated from the Helpdesk are handled in a timely manner.  You will be supporting the entire hardware estate which is a mix of Desktops, Laptops and Tablets. 

Our ideal Desktop 2nd Line Engineer will have worked in a similar role.  They will understand latest technologies and be passionate about IT.  They will be task driven with a willingness to take ownership and drive through to successful conclusion.  They need to customer centric at all times and be able to work under pressure and meet strict SLA.  

Responsibilities/duties
*Provide 2nd line support for multiple technologies to users in Head Office and Remote Support to users on our parks 
*Responding to all incidents and problems escalated from the helpdesk, troubleshooting them to resolution within agreed SLA
*Regular updating of the incident management and request fulfilment system with progress
*Escalation of tickets that cannot be resolved to the appropriate resolver group
*Support of new deployments and installations
*Produce and update technical documentation
*Site visits supporting our sites as part of a scheduled support programme
*Training team members on new equipment and becoming "product champion" for new releases
*Assisting with service improvement initiatives and taking a proactive approach to increasing productivity 
*Passionate about IT, able to bring new ideas and ways of working to the team
*Working 1:5 on call rota

Other Skills:
*A methodical and meticulous approach
*IT service management (ITIL Foundation or above)
Knowledge and Experience in working with Application packaging, experience in using Novell ZENWorks or SCCM would be advantageous but not essential

Task driven with a willingness to take ownership and drive through to successful conclusion
Excellent communication (written and oral) and presentation skills for technical and non-technical staff
Customer centric behaviour at all times
The ability to work under pressure and meet deadlines
Team player and ability to work on own
Good record keeping on incidents and service requests
Shift rota, weekend working, on call support
Liaison with IT colleagues, business and vendors

The benefits of working for us:
Discounted Bourne Leisure Holidays for you, your family and friends.
Reward and recognition schemes including long service and team member of the month
Opportunity for professionally recognised qualifications to develop and progress
22 holiday days (rising to 25) plus bank holidays.

Bourne IT Services is a lively and innovative environment providing a great opportunity to influence the way we communicate information to the business in the right way and at the right time.  A key part of the support centre based at Hemel Hempstead, the team strives to live our values of Being Positive, Being There, Being Smart, Being Clear and Being Better.