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2nd Line Support Engineer
The purpose of this job is to support the Council’s ICT strategy, customer focus strategy and access strategy. A member of the team providing the support of the corporate desktop, server farm, storage infrastructure, remote access and other related services to Council, ensuring the provision to customers of professional, comprehensive, responsive, efficient and effective, high quality services that exceed the requirements of the relevant service level agreements.
• Technical expertise and assistance to the Service Desk, remote workers and remote sites (visiting where necessary).
• Support the desktop hardware and software environment, blackberrys, mobile phones and iPads.
• Infrastructure support, implement, re-image, replace and upgarde PCs and laptops.
• Maintenance of technical documentation and ICT procedures.
• Support of Council Members.
• Structured analysis of and a creative approach to problem solving.
• Maintain effective communication with users, operations staff and third party support staff.
• Adhering to ITIL best practice.
• Carry out any additional duties not listed above as allocated by the Head of ICT Strategy.
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