Senior 2nd Line Support- Windows, Higher Education-ITIL
InterQuest Group
- London
- £250 per day
- Permanent
- Full-time
- 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
- 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
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