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2nd Line Remote End User Support - Modern Workplace at Dxc Technology
London, United Kingdom
Job Descrption
Job Description
This roleprovides a User Provisioned Desktop based Operational Service & Support for multiple clients. The successful candidate will join a highly skilled team of Support engineers providing 2nd line technicalsupport. The role will require a flexible working ethic and a pragmatic approach to IT Support, they will have first/second line support background, and have good customer service and communication skills along with methodical troubleshooting techniques.
Shifts would be to cover support hours of 7am-7pm Mon-Fri and SC is required for this role. Single UK Passport holders only.
The group are responsible for providing Remote 2nd Line Support within a cloud environment of Windows Server 2003/2008R2/7/10
You will provide telephone technical support to end users, on-site engineers and implementation teams where required.
The team will investigate, diagnose and resolve incidents/problems experienced by... customers where incidents are raised by the service desk:
Typical issue encountered are;
Desktop/thin client hardware and software issues.
Laptop hardware and software issues.
WiFi, LTE, laptop, mobility support.
Peripherals such as scanning devices and removable mass storage units.
Using Active Directory to troubleshoot and resolve customer incidents.
Using various Citrix tooling related to user sessions.
Solving software delivery issues encountered by customer. This involves using SCCM console to resolve faults and redeliver software.
Apply knowledge base fixes to resolve a myriad of incidents.
Update, maintain and administer Knowledge base
Pass relevant knowledge onto service desk.
Known problem linking and workaround fixes.
Essential Knowledge and Skills Required:
Windows 10 / 11
Active Directory
Windows Server 2003 and Windows Server 2008R2 Enterprise
Solid understanding of technologies/hardware supported
General understanding of related technologies
Customer Service
Candidates should possess Disclosure Scotland/current BPSS clearance or be willing to undertake appropriate security vetting to achieve
with progress towards SC.
Candidates should be UK national, no dual nationals should apply
Desirable skills and knowledge/certifications
Citrix Xenapp 5 and Citrix Xenapp 6.5 end user support
Any Microsoft/Citrix/VMWare certification
Appsense Management
Other virtualization solutions, e.g. VMware
SCCM
App-V
Networking
Microsoft Exchange
Microsoft InTune
VMWare Horizon
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