2nd Line Support Engineer

Reports To:

2nd Line Team Leader
Location:

Wilmslow/Remote
Hours of Work:

Mon-Fri 8am-6pm (Rota shifts)

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1500 colleagues.

In the role of 2nd Line Support Analyst, you will be responsible for interpreting escalated user problems and identifying solutions. The role of the IT Support team is to ensure that our colleagues have the technology they need to do their roles to achieve our business objectives.

We are looking for customer focussed people to join our IT department to support our colleagues both hands on in the office and remotely across the UK.
This role would suit someone looking for their next role in IT having at least 1 years’ experience in a similar role preferably with ITIL and Microsoft certifications.

Duties
Include but not limited to:
and capacity monitoring of systems and environments
compliance monitoring and proactive / reactive management of issues
of escalated colleague service requests or incidents as assigned within SLA
1st Line support / Service Desk in busy periods
new hardware such as PCs, Laptops, iPhones and iPads.
end user compute support tasks
with 3rd party Suppliers
Escalating calls where necessary to 3rd line support
and manage user accounts and licences in M365, Local Active Directory and Azure Active Directory.
will be required to travel to other offices as and when required.

Skills
focussed and personal drive to deliver the best solutions
to deliver the best customer service putting your colleagues at the heart of everything you do
communicator on the telephone, through email, and face to face
organisational skills
attention to detail
team player with the ability to act on your own initiative when required
and desire to learn about the systems we support
solving problems
to prioritise your own work loads and manage expectations
and focused

Technologies

Knowledge and experience in the following is crucial
Windows Platforms – Windows 10/11, Server 2012, 2016, 2019
IT Hardware
Active Directory
PowerShell
M365 / Teams / SharePoint / OneDrive
Antivirus software
Intune Endpoint Manager
Cloud based technologies (Azure / AWS)
Autopilot
Cloud Based Telephony
ITSM Tools

Knowledge and experience in the following will be advantageous.
Hyper V
VPN, RDP
Mobile devices – iPhone, iPad
Google Suite
Apple Business Management
Multi-Tenant administration
Experience in tenant migration