2nd Line Support

Tank have been instructed by one of our key clients to recruit for a 2nd Line Support Engineer.

The contract's are initially 3 months, deemed Inside IR35 with hybrid work.

This is a technical role within the Retail IT Department which involves the implementation, support and ongoing development of IT Services portfolio which includes (but is not limited to) EPOS software development, card payment systems, ordering solutions and Microsoft 365 administration.

Main Duties and Responsibilities

• Work closely with software partners to test, document, trial and release new software versions for our EPOS solution.
• Identify, document, and report any software bugs, liaising with software vendors to provide timely resolutions.
• Provide second line technical support for Retail Stores, ensuring accurate record and progression of calls, providing on-site support if required to resolve system problems or to perform upgrades.
• Liaise with hardware and software providers including placing orders, setup, and configuration of new systems in preparation for installation in to stores.
• Install, upgrade, maintain and support software portfolio within retail stores including EPOS as well as Microsoft 365 and other cloud services.
• Assist in the delivery of projects as required, ensuring budget, time and project goal requirements are met.
• Escalate serious software and hardware issues to appropriate suppliers, following through until completion.
• Assist with initiation and development of innovative ideas to help improve and drive efficiency within the department.
• Create and update various procedure documentation in line with change management processes.

Applicants Should Have

• Strong understanding of software development and testing practices.
• Strong troubleshooting skills and technical aptitude.
• The ability to maintain a meticulous attention to detail.
• Familiarity with networks and associated hardware.
• Knowledge of cloud services including but not limited to Microsoft 365.
• Previous experience of IT support and hardware/software installation desirable.
• Capable of working to and maintaining SLAs and KPIs.

Please apply and get in touch if you are interested!