12-month contract opportunity for an experienced 2nd line Support Specialist with the potential to go permanent.

A candidate local to Newport, Wales is required. The role will be onsite.

Working for a leader in global data centre solutions you will provide end-user support to 2nd level assisting users at the deskside and remotely working as part of a team. You will need 5+ years of experience in endpoint deployment and support including ServiceNow, Intune, and Jamf for Mac.

1st class communication and interpersonal skills and experience working within ITIL environments are sought. You must be based within a commutable distance to their offices in Newport.

Key responsibilities will include:

• Work with limited supervision independently and as part of team
• 1st through 2nd level support of IT hardware & software both onsite and remotely
• Work as part of global support team to resolve support issues
• Follow ITIL processes to prioritize log and track support calls within required timescales fully utilizing Service Now
• Carry out requests and duties as directed by Manager
• Progress projects and assist with technical and platform migrations
• Support and maintain video conferencing equipment
• Highlight repeat issues and potential system improvements
• Create, maintain and update technical documentation
• Diagnose and resolve issues on Windows and Mac devices
• Experience with Intune and Jamf
• Experienced with ServiceNow
• Install, maintain and support hardware/software including configuration, moves & changes
• Travel to other sites/offices - 1-2 days per month
• Be the face of the Technology & Systems teams

Key skills and experience required

• Degree in Information Technology, Computer science or related field
• First-class communication, interpersonal and customer service skills and ability to liaise effectively at all levels including VIPs
• 5+ years experience in endpoint deployment, updating, and application packaging.
• Experience with Intune for Windows and Jamf for Mac
• Experienced with Active Directory, Azure, Office 365, Cyber, Antivirus & Firewall
• Experienced with ServiceNow
• Experienced within ITIL environments - certification ideal
• Proficient in incident management tools and processes
• Technical certifications eg Comptia A+, Network+ etc ideal
• Experience working in a global organization/environment
• Ability to prioritize and execute tasks in a high-pressure environment
• Strong problem-solving and troubleshooting skills

2nd line support, 2nd level support EUC support, Desktop support, End user support, ServiceNow, Intune, Jamf, Windows & Mac, Active Directory, Azure, O365