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Field 1st & 2nd Line Support Engineer

  • Location:


  • Sector:

    IT Architecture & Strategy

  • Job type:


  • Job functions:

    2nd Line Support, IT Service Management, IT Services

  • Salary:

    £200 - £250 per day

  • Contact:

    Kieran Daly

  • Contact email:

  • Job ref:


  • Published:

    about 1 month ago

  • Duration:

    3 Months

  • Expiry date:


  • Startdate:


La Fosse is working with a business solutions specialist to help recruit an IT Field 1st & 2nd Line Support engineer.

Location: Kent - assigned to 5 different sites between Kings hill and Margate

Contract: Inside IR35 - 3 months (likely extension)

Rate: £200 - £200 per day

Start Date: ASAP

Your role as a Field 1st & 2nd Line Support

  • You will look after software & hardware troubleshooting, ticket coordinating/ ticket triaging & ticket assignment, walk ups & basic active directory management.
  • You will work in a predominantly Windows environment.
  • Responsible for all 1st & 2nd line desk side support, EUC and IT Infrastructure ticket, service request and incident management.
  • Management solutions, and Mobile Device Management systems and IT hardware (including desktops, laptops, tablets and mobile phones).
  • Lead on ticket receipt, triage (including categorisation, prioritisation, and initial diagnostics), investigation and resolution within SLA, where possible.
  • Escalation of incidents and tickets that are at risk of breaching SLA to line managers and to 3rd line support, when the Analyst cannot resolve.
  • Responsible for End-to-End ticket management and ensuring excellent communications with all end users, keeping them informed about the incident and ticket status at agreed intervals.

Ideally to be successful as a Field 1st & 2nd Line Support

  • Experience working on O365 is essential.
  • Experience suing Active Directory.
  • Experience using ServiceNow.
  • Excellent communication at all levels, both written and verbal.
  • Self-motivated, driven and able to work with minimum guidance.
  • Customer facing with suitable soft skills to provide a first-class IT Service Delivery, by telephone, email and in person.
  • Organised, punctual and adaptable, with the ability to multi-task and follow Procedures successfully.

Sound interesting? Please do apply directly for more detail.