Technical Support Specialist – 2nd Line

Role: Technical Support Specialist – 2^nd Line

Location: London

Length: 10 Months +

Rate: £24.66 per hour (Inside IR35)

The Technical Specialist will perform a complex range of technical work activities either remotely or directly, internally or externally to meet business and customer requirements. This role involves providing technical leadership in a specific area of expertise, collaborating with stakeholders and resolver teams, and performing problem determination and resolution support.

Key Responsibilities:

• Proactively research problems and solutions, documenting findings for the benefit of customers and colleagues.
• Communicate effectively on complex issues to meet business and customer requirements.
• Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract.
• Maintain technical knowledge and expertise associated with applications specific to individual customers, including regular maintenance of Knowledge base articles.
• Act as a role model for colleagues by providing guidance around technical topics and ensuring the sharing of internal best practices.
• Progress/close incidents to a satisfactory conclusion on the incident management system.

Requirements:

• Proven background in providing 2^nd line support.
• Proven experience in IT Service environment
• Previous experience of providing IT Support & operational support in financial services environment is desirable.
• Uses broad range of information systems, technology functions and applications in line with IT business requirements as appropriate to the role.
• Ideally Certified in appropriate technologies to support business strategy.

• Proven ability to work under pressure and to tight deadlines.
• Strong organizational skills, and ability to prioritize among tasks.
• Ability to communicate technical information to non-technical users.
• Ability to adapt quickly to dynamic team environments to maintain consistent effective contribution.
• Open to work in a 07:00 – 19:00 x 5 Shift Rotation

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