Senior 2nd Line Support- Windows, Higher Education-ITIL

Senior 2nd Line Support- Windows, Higher Education-ITIL

Senior 2nd Line Support Engineer with experience of supporting enterprise level software systems, ideally within a Higher Education environment, within Microsoft, MAC operating systems and associated core software is urgently needed to work for our higher education client.

The Senior 2nd Line Support Engineer will be responsible for providing advanced technical support to the end users of our services, ensuring the stability and efficacy of the client’s IT systems across (networking, SharePoint, user account management, O365, Advanced Audio-Visual, Applications).

Senior 2nd Line Support- Windows, Higher Education-ITIL- Essential Experience

• Experience and knowledge of providing 2nd line support on enterprise level applications, IT and Audio Visual technologies. (Windows, Wintel, Mac).
• Experience of troubleshooting Windows 10 and 11.
• Experienced of providing excellent customer services and the key success factors associated with this
• Ability to diagnose and troubleshoot advanced networking issues, and to clearly relate the symptoms to the Networks team
• Experience working in an ITIL-driven environment, with demonstrable understanding of ITIL principles and processes
• Proficient in supporting and directing the support of enterprise level software systems, Microsoft and MAC operating systems and associated core software and experiences of audio visual support.
• Specialist knowledge to design and deliver solutions to address complex issues and continually improve efficiency, continuity and the IT/AV customer experience.
• IT certifications in one or more of the following: JamF Certified Associate, Certified Information Systems Auditor (CISA); Certified IT Service Manager CISM, Microsoft MCSA Windows 10/11, or relevant industry certifications

Senior 2nd Line Support- Windows, Higher Education-ITIL- Desirable Experience

• Experience in the provisioning of Windows devices via modern cloud methods (AD Azure, Microsoft Endpoint Manager/InTune)
• Experience of Microsoft Office 365 services and components as they relate to End User device provision, including OneDrive, Threat Protection and Data Loss Protection.
• Extensive experience in a similar role within the Higher Education Sector
• AWS Cloud Practitioner Essentials, Troubleshooting MacOS Sonoma
• Troubleshooting and configuring Telecom devices (Teams/Fixed line) and also tablets and mobile phones via the approved MDM solution
• Project Management PRINCE2 Foundation or equivalent
• ITIL Foundation V3 or Later

This role is inside IR35 for an initial 3 month contract and there will be options to extend or go perm.

The role is full time on site in East London.

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.