IT Support Engineer
1st / 2nd Line Support
Luton - on site Monday - Friday 9am - 5:30pm (on-call rota)
£30,000 per annum
Highly motivated and skilled IT 1st / 2nd Line Support Engineer required for leading client based in Luton to be the first point of contact for IT incidents, requests and service-related issues, providing both technical support and troubleshooting expertise in a fast-paced, ITIL driven environment.
This position offers opportunities for growth and development within a rapidly evolving IT organization and would be suitable for someone looking for their first or second role in IT or someone newly qualified/graduated from college or university in a related field.
Main duties:
* Act as the first line of support for IT incidents and service requests.
* Log and track incidents through the ITSM tool, ensuring they are classified and prioritised correctly.
* Resolve incidents within agreed SLAs, minimising disruption to systems critical to the operation.
* Escalate unresolved issues to 2nd/3rd line and resolver teams while ensuring effective communication and follow-up until resolution.
* Keep incidents and requests up to date with detailed progress notes and communicate with all relevant parties affected by any task in a timely, professional manner.
* Provide remote support to end-users on a wide range of IT issues, including hardware, software, and networking problems.
* Assist in the monitoring of critical systems and IT services.
* Complete daily checks such as backups from the night before.
* Update and maintain knowledge base articles and internal documentation to assist with common support requests and improve the efficiency of the support process.
* Provide basic training to users on IT systems, tools, and processes, helping to enhance user experience and productivity.
* Provide support for Microsoft and Office 365.
* Perform installations, configurations, and setup of workstations and mobile devices.
* Take a proactive approach in monitoring the performance of systems and making regular routine inspections of installed equipment to prevent wider problems.
* Be responsible for the day-to-day delivery of first-line support to the organisation.
* Provide out of hours support to the airport user base as part of a rota.
Key requirements:
* Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Cherwell) for logging, tracking, and resolving incidents and service requests.
* Understanding of ITIL processes, particularly Incident, Service Request, and Knowledge Management.
* Knowledge of basic networking concepts, hardware troubleshooting, operating systems (Windows, MacOS, Linux), and software applications.
* Experience with Active Directory, Office 365, Microsoft Exchange, and standard desktop applications (MS Office, Teams, SharePoint).
* An ambition to constantly learn new skills to advance own knowledge and gain formal qualifications, with an understanding that study time outside of working hours may be required for career development.
* A well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.
* A very good team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service focused approach.
* The ability to work alone using own initiative and managing support calls to a high standard.
* Strong problem-solving skills and the ability to prioritise tasks effectively.
* Excellent verbal and written communication skills, with the ability to interact confidently with end-users at all levels to maintain department's commitment to customer excellence.
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