IT 2ND LINE ENGINEER
LOCATION: Swindon
SALARY: £31,000 to £37,000
JOB TYPE: Permanent Full Time
Role Purpose
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* Act as first point of contact for the IT user community.
* Delivering excellent IT Support services to the user community across the Group sites.
* Work on specific projects within the Technology Transformation Programme and then share the knowledge and skills you acquire with the rest of the team.
* Where issues and incidents are complex, and you have been unable to resolve them in a timely manner, you will escalate the issue within the team.
Responsibilities
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* Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies.
* Resolve Standard Service Requests related to End User Computing.
* At times provide cover for the Support Desk Analyst, logging received requests with a high level of quality and detail to ensure accurate records are entered and maintained in the IT Service desk system, providing a regular review of progress and communications to the user on status.
* Help to develop processes and methods of operating that conform to ITIL disciplines.
* Communicate fully and effectively with users throughout the case lifecycle, ensuring that, the user is fully aware of the status of their case.
* Provide the highest level of service by meeting or exceeding service SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
* Work from or travel to company sites to provide extended End User Computing services to the user beyond that provided from our offices as required.
* Ensure that all work carried out for users is recorded in the in-house systems such that work is correctly attributed and enables us to accurately demonstrate the performance of the service to the business units.
* Maintain a level of technical competence that remains current and fit for purpose in your role, highlighting any training needs to the IT Operations Manager where appropriate
* Training other members of the team to increase overall knowledge and competencies improving the levels of service.
* Support the 3rd Line Engineer under their direction and support.
* Develop strong knowledge of our businesses and functions.
* Some out-of-hours support may be required.
Experience Required
Technical knowledge of the following would be ideal –
Windows Desktop 10 / 11.
Windows Server 2016+, Virtual appliances, SQL Server.
Microsoft Intune, Defender & 365.
Networking – LAN, vLAN, WAN, Switches, Routers etc.
Cloud Services – Azure, Email, Office and Third Party.
Active Directory – Hybrid Azure on Prem.
Other requirements –
Driving licence and own transport – essential
Outstanding verbal and written communication skills, with the ability to clearly and plainly explain complex situations.
High attention to detail and organisational skills.
Benefits
* Healthcare maintenance cash plan which can help to cover costs of everyday healthcare including dental, optical, physiotherapy, osteopathy, prescriptions and preventative measures such as health screening.
* Access to shopping and gym discounts.
* Employee assistance programme providing 24/7 access to helplines and information, plus up to 6 counselling sessions per year.
* 25 days holiday per annum increasing annually to 28.
* Holiday trading allowing employees to buy or sell holiday throughout the year.
* Salary Sacrifice cycle to work scheme.
* Auto enrolment pension scheme with 1 x life assurance