2nd Line Support

I will diagnose, troubleshoot, and resolve technical problems across hardware, software, and network components to ensure smooth operations. Supporting routine updates, patches, and system checks will help maintain the optimal performance and security of our IT infrastructure. I will install, set up, and configure software applications, operating systems, and hardware devices to meet business needs. Additionally, I will provide assistance with hardware-related issues, including setting up new devices, diagnosing faults, and coordinating repairs or replacements. I will offer technical assistance to end-users and clients, guiding them through technical challenges and effectively communicating complex concepts to non-technical individuals. Monitoring and implementing security protocols, such as firewalls, antivirus software, and access controls, will safeguard sensitive data and prevent cybersecurity threats. I will maintain accurate records of technical issues, solutions, and procedures, contributing to a comprehensive knowledge base for efficient problem-solving in the future. Collaboration with other IT teams, including the global IT Service Engineer community, will be key to coordinate efforts, share expertise, and ensure seamless IT operations within the organization. I will ensure all ServiceNow incidents and requests are actioned, kept up to date, and that the end user is informed of their status. My role will also include providing a mix of desk-side support, remote support, and static support on the TechBar in line with operational needs, as well as assisting as a project resource when required. I will identify, inform, and escalate any patterns or trends of calls in a timely manner to the IT Service Lead or Service Management team, and utilize suppliers and vendors as a source of escalation to resolve problems. Lastly, I will support firm events that require an engineer on hand for AV setup and troubleshooting when necessary. At Peregrine, we see beyond the immediate and strive to build lasting partnerships with our clients, delivering flexible solutions for all resourcing needs. We embrace diversity and are committed to social mobility, ensuring our recruitment practices reflect our values.