Job Title:
2nd Line IT Support Engineer
Location:
Hereford
Job Type:
Full-time
Schedule:
Monday to Friday
Salary:
£28,000-35,000
Overview:
My client is currently offering an exciting opportunity for a proactive individual to join an established and growing IT business. You will be a key player in our team, providing essential support to our business as we continue to expand. We're looking for a skilled Technical Support Engineer to join our 1st and 2nd line support team, assisting customers with escalated technical queries. This is a great opportunity to join a close-knit, award-winning Customer Success department.
Key Responsibilities
- Provide first-line support for hardware, software, and internal applications, troubleshooting issues for staff via phone, in person, or online.
- Log and track incidents, escalating complex issues to 2nd or 3rd line teams and external providers where necessary.
- Collaborate with 3rd parties to resolve technical issues.
- Carry out hardware and software installations, configurations, and updates.
- Assist in managing IT service desk operations in line with internal standards.
- Create and maintain troubleshooting documentation.
- Provide basic IT training and support to staff, including remote assistance.
- Set up and maintain computer hardware, software, laptops, audio/visual equipment, and peripherals.
- Assist with maintaining the global and cloud network infrastructure, including switches, cabling, virtual servers, and wireless equipment.
- Administer Office 365 services such as Exchange, Azure AD, and SharePoint.
- Support the IT team with IT equipment preparation and setup.
- Report any detected breaches of IT policy to management.
- Contribute to report generation, project planning, and documentation as needed.
Skills & Experience
Essential:
-
Qualifications:
-
Level 3 or higher qualifications in IT/Computing.
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Technical Skills:
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Basic understanding of Active Directory and Azure Active Directory management.
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Strong troubleshooting skills in Microsoft Office 365 and Windows 10/11.
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Basic knowledge of networking protocols (DNS, DHCP).
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Familiarity with IT hardware/software, alongside excellent PC skills.
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Communication:
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Strong verbal and written communication skills.
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Ability to share knowledge and support team learning.
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Problem-Solving:
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Able to quickly identify and resolve IT systems issues.
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Capacity to remain professional and composed under pressure.
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Time Management:
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Ability to manage workloads efficiently and meet SLA targets.
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Teamwork:
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Ability to build productive relationships with colleagues, clients, and third-party providers.
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Willingness to continuously improve knowledge through self-study or higher education.
Desirable:
- Microsoft certifications.
- Knowledge of Mac OS.
- Experience working on a Help Desk or Service Desk.
- Familiarity with Microsoft Power Apps, Power Automate, MS Forms, SQL databases, and PowerShell.
- Experience with SharePoint & site security.
- Understanding of data protection and IT security procedures.
- Flexibility to work outside normal office hours and travel if needed.
- Foreign language skills are beneficial.
Benefits:
- Company pension
- On-site parking
- Sick pay
- Regular company events
Recruiter:
Callum Thompson