We are seeking an experienced external consultant to strengthen the 2nd line support team. The role focuses on providing hands-on support for end-user devices as well as equipment used in a production environment, ensuring smooth day-to-day operations across both office and production settings.
Responsibilities
• Provide 2nd line support for end-user devices such as laptops, desktops, printers, scanners, and mobile devices
• Troubleshoot and resolve incidents escalated from 1st line support
• Install, configure, and maintain hardware and software as needed
• Manage device lifecycle activities, including staging, deployment, and replacements
• Document solutions and contribute to knowledge sharing within the team
• Work closely with IT colleagues and production staff to minimize downtime and disruption
Required Skills & Experience
• Solid background in 2nd line support within enterprise environments
• Familiarity with endpoint management and deployment tools (experience with Ivanti is an advantage)
• Strong communication skills, with the ability to support both IT teams and end users effectively
• Capable of working independently as well as within a small team setting
• A customer-focused, quality-driven mindset
Deliverables
• Timely and efficient resolution of incidents and service requests
• Properly configured, fully functional end-user and production devices
• Clear documentation of troubleshooting processes and configurations
• Accurate ticket management and progress reporting
• Consistent and proactive communication with end users
• Contribution to knowledge sharing to raise the overall support quality
If you are interested in this role please apply directly or send your cv to toby.taylor@cdhprofessionals.com