Second Line Support Analyst

Atos is an international information technology services company with annual revenues of EUR 8.7 billion and 78,500 employees in 42 countries. Serving a global client base, it delivers hi-tech transactional services, consulting, systems integration and managed services.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting, Atos Worldline and Atos WorldGrid.

Job Description
We are looking for a 2LS Analyst's role to provide second level, highly skilled and complex technical advice to customers on queries and requests related to all aspects of desktop and network systems and to ensure that this support meets the established Service Level Agreements and quality standards.
This role will require the need to work on a shift basis to provide a service to the customers between the hours of 7 am - 7 pm, Monday - Friday. The role will be based in Westlakes Science and Technology Park in Moor Row, Cumbria.

Responsibilities to include:

- Provide technical assistance to customers on the use of all PCs - encompassing desktop and server, hardware and software in accordance with service level requirements;
- Ensure that all customer enquiries are effectively logged onto established recording systems and that these systems are effectively maintained;
- Provide installation of hardware, software and applications or upgrades on customers' systems;
- Provide advice and guidance to customers on the effective use of desktop systems and their associated software, networks and peripherals;
- Ensure effective escalation and hand-over of customer enquiries/problems to the correct referral group and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner;
- Carry out extensive technical investigation prior to hand-over/referral;
- Provide timely and accurate information to the scheduling teams including work progress and service levels;
- Provide incident, problem and escalation management for the field services domain;
- Keep up to date with changes in the IT systems of the customer and industry;

Job Requirements

Mandatory:
- Experience at a 2nd line IT support position,
- In depth knowledge of PC technologies and desktop/server hardware and software architectures,
- Good knowledge of Microsoft applications used on PCs,
- Ability to identify and distinguish between hardware, software, network and server problems,
- Knowledge of cabling and network architectures,
- Good knowledge of Active Directory,
- Excellent communication skills, in particular verbal and telephone enquiry handling,
- Ability to grasp new technical concepts quickly and organise and prioritise work in an effective manner,
- Ability to work within a target oriented environment and give specific and clear instructions and problem-solving advice.

Additional Information
In return we offer a competitive salary, contributory stakeholder pension scheme, generous holiday allowance, employee private medical cover, Life assurance, Personal Accident Insurance, Season Ticket Loan and a flexible benefits scheme that allows you to purchase discounted products and services. Additionally, comprehensive training and development is delivered in a variety of ways, leading to accreditation if required.

Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.