1st and 2nd Line Support – Media – London -Hybrid

1st and 2nd Line Support Engineer – Media – London (hybrid)

Day rate: £100 – £200 (inside IR35)

Duration: 3-6 months

Start: ASAP

As a Technology Support Engineer you will be working as part of the Global Support team as a member of the UK Support Team providing 1st and 2nd Line Support both in person at one of our UK Sites and remotely via Phone, Chat and Global Support Portal. The successful candidate will have solid experience of supporting Mac and Windows systems in an Active Directory environment and will have a mixture of skills that can encompass troubleshooting relevant applications, or providing ad-hoc mobile device support to staff, VIPs or business visitors. Knowledge of building Mac and Windows systems is essential and strong network troubleshooting capability is a requirement. Our ideal candidate will be enthusiastic and willing to throw themselves into situations where discretion and diplomacy are just as important as ‘computer knowledge’ in resolving problems and have an open-mind to new technologies which will add value to the Technology department operationally and their development. Working with other teams in the department is key so this person will need to be a strong communicator and have good awareness of issues current and arising. The role assumes the successful candidate will work in a co-operative, diplomatic and flexible manner.

Key Duties & Responsibilities:

• Log all incoming support calls into ServiceNow, providing first-call resolution (by telephone, remote control or in person).
• Management of ServiceNow Support queue, escalating requests to the appropriate party, as needed.
• In conjunction with the Senior Support Specialist, monitor high impact issues to ensure all relevant staff are deployed effectively.
• Ensure relevant Global support colleagues are made aware of the current support issues via agreed communication procedures.
• Provide ad-hoc audio/visual support for meetings, events, conferences and webinars.
• Integrate with other support teams to provide seamless, coherent colleague support where required (projects, high-impact responses). Champion IT Security, protecting the company’s IP through application of policies and procedures.