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Two exciting 1st/2nd Line IT support role's opening within the Hampshire area for one of the largest IT and managed service providers in the UK
1 - A Mobile IT engineer role which involves traveling to multiple sites accross Hampshire (Mainly Southampton and Portsmouth) - This role allows more freedom and the opportunity to learn and progress quicker as you would be dealing with multiple systems accross multiple sites
2 - A Site based 1st/2nd line IT support role - Located in either the portsmouth or Southampton Area
The Outsource Engineer is responsible for ensuring all IT support is delivered efficiently and effectively in line our clients standards. Working with the Taylor Made team to ensure that any service related issues are resolved in line with specific SLA's and to the customers' satisfaction.
Duties & Responsibilities:
Responsible for provision of first and second line technical support to the customer.
Support the Outsource Supervisor, Account and Service Managers and Project Engineers with infrastructure upgrades, maintenance and renewals.
Undertake equipment builds and installations as and when required.
Use of TMCS software to manage, monitor and respond proactively to customer incidents.
Ensuring customers are kept informed regarding on-going tickets and effective communication is delivered to the business.
Achieving agreed and contracted SLA's.
Working with 3rd parties to provide incident support through to resolution with customer specific applications.
Identify areas of improvement and make recommendations to appropriate parties.
In line with ISO standards, ensure that all processes, procedures and documentation are maintained and updated where appropriate in line with company procedures.
Ensure all activities are aligned with ITIL procedures.
Any other ad hoc duties as and when required.
Working knowledge of the following:
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