Out of Hours 1st Line Technical Support

Recruiter
Confidential
Location
Erskine
Salary
Competitive
Posted
18 Oct 2021
Closes
15 Nov 2021
Sectors
IT, IT Support
Contract Type
Permanent
Hours
Full Time
An exciting opportunity has arisen to join a world leading global organisation. Our client, a blue-chip IT company, is currently seeking a Night Shift 1st line Technical Support based on customer site in Erskine. This is a full-time, permanent role all night shifts 7pm - 7am. 5 nights on, 4 nights off to start ASAP. The role is paying GBP25,000 per annum

Summary

The successful candidate will join an IT service delivery command centre team delivering managed service solutions. This role provides incident management and rapid response activities to major incidents for multitude of secure clients within the Hub

Responsibilities

Provide first level fix/response for reported Incident
Complete request Fulfilment within Service Desk SLA
Provide first level response to Event Tickets
Escalate High severity Incidents to Major Incident Management and Shift Commanders
Support Major Incident Management by providing information on recent application changes and Failover options at the outset of Incident reporting
Collect log information to support Incident restoration and RCA process
Work closely with the event management team in proactively resolving events before they become service impacting
Pursue continuous improvement through identification of first-time fix, working closely with iAction to learn and develop technical skills to increase first time fix and mean-time-to-resolve
Creation and ownership of application failover procedures
Assist Event activities and develop skills to provide support for 2nd line resolutionSkills/Experience

Academic IT qualification or hands on experience