2nd Line Support Engineer (Hardware)

Category: Infrastructure
City: Glasgow, Scotland - South West, United Kingdom
Position ID: J0919-1335
Employment Type: Full Time

Position Description

Be part of something exciting. Do you want to take control of your future? Do you want to take your career to the next level as part of one of the big five IT and business process firms in the world and get a direct stake in its success?


If yes, we are looking for a second line analyst role within Hardware Operations with responsibility for providing second line support for Corporate, Education and Glasgow Life,

You will be working on a variety of hardware, software and application Incidents and Requests, resolve Incidents and fulfil Work Orders in line with the agreed Service Level Agreements within an ITIL (IT Infrastructure Library) aligned environment



Your future duties and responsibilities

Provide advice, guidance and assistance to customers

•Liaise with internal and external teams to ensure timely resolution to customer Incidents
•Assist in document creation
•IMAC and Project work, which may include uplifting equipment
•Working closely with other resolver teams to ensure timely closure of Incidents/Work Orders
•Troubleshooting utilising our existing toolset

•Troubleshooting of current mobile telecommunications technology and Microsoft operating systems
•3rd party liaisons, registering faults with vendors, arranging warranty repairs
•Tracking and completing appropriate paperwork to ensure the CMDB is kept up to date
•Following Software Asset Management guidelines and processes

•Work with the team to ensure that the SLAs on tasked Incident and Work Orders are achieved within the End User Computing, so helping prevent Service Credits

Required qualifications to be successful in this role

Essential
Full driving licence & own vehicle required
ITIL Foundation
Proven technical skills in iOS and Android
Ability to assess, interpret and apply known skills to resolve clients Incidents
Good understanding of iOS, Mac OS, Android and Mobility Management Solutions, network products and filtering solutions
Significant experience in Active Directory
Good Customer facing skills
A significant amount of experience within a public sector environment
Effective communication skills
Experience of VM Ware Workspace one
Understanding of DEP and ASM
Experience in supporting iPhones, iPads and Android devices
Understanding the importance of security and data protection, and managing/reacting to security related Incidents

Desirable
Working knowledge of Service Delivery Toolsets including Service Management systems, Desktop and QMS knowledge bases
Stakeholder management
Experience working in End User Computing environments
Experience of Apple Business Manager & Volume Purchase Programme
Installation of software on Macs
Trouble shooting Android and Mac devices

What you can expect from us

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com.

No unsolicited agency referrals please.

CGI is an equal opportunity employer.