2nd Line Support Engineer

Job Title: 2nd Line IT Support Engineer Location: Hereford Job Type: Full-timeSchedule: Monday to FridaySalary: £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.
• Technical Skills:
  • Basic understanding of Active Directory and Azure Active Directory management.
  • Strong troubleshooting skills in Microsoft Office 365 and Windows 10/11.
  • Basic knowledge of networking protocols (DNS, DHCP).
  • Familiarity with IT hardware/software, alongside excellent PC skills.
• Communication:
  • Strong verbal and written communication skills.
  • Ability to share knowledge and support team learning.
• Problem-Solving:
  • Able to quickly identify and resolve IT systems issues.
  • Capacity to remain professional and composed under pressure.
• Time Management:
  • Ability to manage workloads efficiently and meet SLA targets.
• Teamwork:
  • Ability to build productive relationships with colleagues, clients, and third-party providers.
  • 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