2nd Line IT engineer

Profit Share annual bonus, personal development plan with dedicated self-development time. 22 days holiday, extra days leave on birthday, Pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities,

Plus genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go.

What is the Role?

As a 2nd Line Support Technician, you will play a crucial role in the day-to-day support and maintenance of our clients IT, telephony, and connectivity infrastructure.

You will be responsible for providing technical support to end users, resolving complex issues, and contributing to the overall efficiency of our support offering.

Primarily a desk-based role providing remote support the role will also involve occasional visits to customers premises. This role is ideally suited to a motivated and ambitious IT professional looking to take the next step in your career.

Key Tasks & Accountabilities

• second-line technical support to end users, addressing hardware and software issues promptly and efficiently.
• and resolve escalated IT incidents, collaborating with our first line support other support teams and vendors as needed.
• configure, and maintain computer hardware software and peripherals.
• system upgrades and patches to ensure the security and stability of clients IT environments.
• and troubleshoot network related issues, including connectivity problems, access point faults and configuration errors.
• our proactive services in collaboration with the Head of Technology, focusing on the implementation of warning and alerting systems for both standard and custom solutions.
• our tools to deliver transparent technical reporting and develop strategies for addressing trends and resolving ongoing issues.
• our health check, review, roadmap and recommendations process.
• and troubleshoot telephony-related issues, including VoIP systems and connectivity.
• with 3rd line support and other IT professionals to implement and optimise IT solutions.
• and update documentation for IT procedures, configurations, and issue resolutions.
• in user training for both end users and on-the-job with 1st line support colleagues.
• up to date with industry trends and emerging technologies to contribute to continuous improvement initiatives.

Experience:

• experience as a 2nd Line IT Support technician / engineer or similar role.
• extensive experience in a 1st line role with evidence of overachieving consistently in this role.
• in troubleshooting cloud, hardware, software, and network issues.
• knowledge of Microsoft operating systems.
• with Active Directory, Group Policy, and other network administration tasks.
• with VoIP telephony systems.
• with all Microsoft products, including Premium SKU’s, Azure and Endpoint Manager is desirable.