Job Title: IT Support Engineer
Location: Newark-on-Trent
Salary: £33,000 per annum
Working Hours: Full-time, 5 days a week onsite
Job Purpose
We are seeking two IT Support Engineers to join our dynamic IT team based in Newark-on-Trent. In this office-based role, you will provide 2nd line IT support to staff across all offices, with additional responsibility for 1st line IT support and administration as required. This position offers a varied workload and the opportunity to participate in exciting IT projects.
The successful candidates will work closely with the IT Service Desk, development team, and infrastructure team to ensure a seamless IT support experience across the organization.
Key Responsibilities
IT Support and Troubleshooting
* Provide 1st and 2nd line hands-on and remote IT support to staff, adhering to SLA thresholds.
* Manage incidents, service requests, changes, and problems using the Cherwell Service Desk tool.
* Troubleshoot and resolve issues escalated from 1st line service desk staff, ensuring timely resolution.
* Provide basic application support and training to users on software and functionality.
Equipment Management
* Coordinate the ordering and distribution of desktops, laptops, monitors, peripherals, and mobile devices.
* Ensure all employees have access to appropriate IT equipment, liaising with the internal IT group as needed.
Onsite and Regional Support
* Deliver site support to assigned regional offices, proactively improving IT systems and support frameworks.
* Define stakeholder requirements and implement documented site support frameworks.
* Manage and execute site-related projects, including office moves and budgetary requirements.
Service Desk Escalation and Training
* Act as an escalation point for the service desk, reducing ticket volume through proactive system management.
* Mentor and develop 1st line support team members to enhance productivity and knowledge transfer.
* Collaborate with the service desk to provide feedback on support calls and ongoing issues.
Process Improvement and Documentation
* Contribute to problem management and document solutions to enhance team efficiency.
* Identify repetitive tasks and propose solutions for automation or improved processes.
* Update systems and documentation to enable quicker resolution of incidents by the 1st/2nd line teams.
Personal Specification
Required Skills and Experience
* Minimum 2 years of experience in an IT support role.
* Proven experience in a 2nd line IT support position.
* Proficiency with Windows 10/11 in a corporate environment.
* Experience with PC imaging software, including Windows Deployment Server or Microsoft Deployment Toolkit.
* Familiarity with Apple iPhone/iPad products.
* Clear, concise, and professional communication skills, both verbal and written.
Desirable Qualifications
* ITIL certification.
* Experience in mentoring junior team members.
* Knowledge of automation tools and techniques for efficiency improvements.
Key Attributes
* Proactive problem solver with a detail-oriented mindset.
* Strong team player with a customer-focused approach.
* Ability to manage workloads effectively and meet deadlines.
What We Offer
* A collaborative and supportive working environment.
* Opportunities to work on exciting IT projects and develop your skills.
* Competitive salary and benefits package.
Join a growing IT team and make a meaningful impact by supporting and enhancing our IT infrastructure.