TechOps, Level 2 technician
Expectations and Tasks
Provide both onsite and remote end-user support across a wide range of IT services, ensuring timely resolution of incidents related to computers, printers, hardware, and software environments. Act as a key point of contact for technical issues, maintaining a strong customer service approach while troubleshooting and resolving problems efficiently.
Ensure accurate and comprehensive documentation of all assigned tickets within ServiceNow, including detailed descriptions of issues, actions taken, and final resolutions. Contribute to the continuous improvement of knowledge sharing by creating and maintaining internal and external knowledge base (KB) articles within ServiceNow and Atlassian Confluence, enabling faster issue resolution and reducing repeat incidents.
Adhere strictly to agreed Service Level Agreements (SLAs), ensuring that all requests and incidents are prioritised, tracked, and delivered within defined timelines. Support the management of hardware and software inventory, maintaining accurate records and assisting with asset tracking and lifecycle management.
Coordinate and execute hardware refresh cycles in line with established refresh plans, ensuring minimal disruption to business operations. Provide ongoing corrective maintenance support, diagnosing and resolving faults across devices and systems as required.
Manage relationships with third-party providers and vendors, including handling warranty claims, escalations, and service coordination to ensure issues are resolved effectively. Where applicable, provide support for Apple devices, including MacBook Pro, iPhone, and iPad, alongside standard enterprise hardware.
Support a range of standard hardware solutions including HP notebooks and docking stations, Jabra and HP headsets, Apple devices, and Ricoh network printers, which are managed in collaboration with Level 3 teams using Ricoh Streamline solutions. Deliver support across key software environments such as Microsoft Windows 11, Microsoft Office 365 (including OneDrive, SharePoint, and Teams), Cisco Webex (transitioning to Microsoft Teams globally), Adobe Reader/DC, and web browsers including Microsoft Edge and Google Chrome.
Additionally, exposure to tools such as ServiceNow ITSM, Palo Alto SASE, and CrowdStrike Falcon Sensor is advantageous, supporting broader security and infrastructure operations.
Solutions to support
- Hardware - standard products
- HP - Notebook and docking station
- Jabra / HP - Headsets
- Apple - iPhone, iPad, MacBook Pro
- Ricoh - Network printer managed by Level 3 team with Ricoh Streamline solution
- Software - standard applications
- Microsoft - Microsoft Windows 11, Microsoft Office 365 incl. OneDrive, SharePoint, Microsoft Teams
- Cisco - Webex Teams suite -> will be migrated end Q3/early Q4 to Microsoft Teams globally
- Adobe - Reader and DC
- Browser - Microsoft Edge and Google Chrome
- ServiceNow - ITSM
- Palo Alto - SASE (optional)
- Crowdstrike - Falcon Sensor (optional)
FAQs
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