Job Description:

This role provides 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 technical support. 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.

• 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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