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Head of People & Culture @ Birkdale Sales and Sevadis
About Us and The Role
Here at Birkdale Sales Ltd we’re the UK’s leading and most trusted brand for gate and fencing accessories. For nearly 40 years, we have built a reputation for innovation, quality, and exceptional customer service that we are proud of!
We are looking for a proactive and self-sufficient 2nd and 3rd Line IT Support Engineer to join our growing IT team. This role is critical to ensuring the smooth running of our IT systems and infrastructure, providing high-quality technical support, and contributing to continuous improvement initiatives.
While your primary focus will be on 2nd and 3rd Line support, this role also requires you to handle Tier 1 support tasks when necessary, reflecting the dynamic nature of our business. If you're the type of person who enjoys variety in your work and thrives on solving complex problems, we'd love to hear from you!
Key Responsibilities
You will be responsible for providing a mix of Tier 2 and 3 support, ensuring our IT systems operate seamlessly and users receive exceptional support with a focus on independent problem-solving and proactive ownership of tasks. Key duties include:
Technical Support and Issue Resolution:
* Provide support for Tier 2 and Tier 3 helpdesk requests, including troubleshooting and resolving hardware, software, and network issues.
* Take ownership of escalated technical issues and independently research and resolve unfamiliar problems using available resources.
* Prioritise and balance multiple tasks, ensuring all support tickets are resolved efficiently (within agreed SLAs) and to a high standard.
Systems Administration and Maintenance:
* Administer and manage user accounts in Office 365 and Active Directory, including account creation, modification, and permissions management.
* Configure and deploy laptops, desktops, and IT equipment for employees, ensuring everything is ready for use.
* Monitor and maintain IT systems to ensure uptime of 99.9% or higher, performing proactive maintenance and troubleshooting to avoid downtime.
* Support mobile devices (phones and tablets), handling configuration, setup, and troubleshooting.
* Manage and support on-site servers and Azure services.
Support and Collaboration:
* Respond to Tier 1 requests during busy periods or when required, demonstrating flexibility and commitment to ensuring all user issues are addressed promptly.
* Respond to Tier 2 and 3 requests, including troubleshooting hardware, software, and network issues.
* Provide excellent customer service to end-users (employees), helping with issues ranging from password resets to more complex troubleshooting.
* Collaborate with other team members to ensure smooth operations across all IT systems, stepping in to assist where needed.
Process Improvement and Documentation:
* Maintain accurate records of support requests, configurations, and fixes through the helpdesk system.
* Create and update IT documentation, guides, and procedures to ensure all information is clear and accessible for future use.
* Identify opportunities to improve IT systems and processes, proposing practical and efficient solutions to enhance overall service delivery.
* Collaborate with the Head of IT to ensure security and IT compliance is adhered to.
Collaboration and Communication:
* Provide specialised support for warehouse operations, including the setup and maintenance of pack stations and warehouse-specific applications (training provided).
* Work closely with other departments to understand their unique IT requirements and challenges, providing tailored solutions.
* Assess the performance of vendors and external partners ensuring compliance with SLAs and delivering high-quality services.
What Success Looks Like
* Efficiently resolving support tickets, ensuring minimal disruption to users.
* Taking ownership of technical issues and resolving them independently, using research and available tools.
* Maintaining documentation that reflects the current IT environment and supports knowledge-sharing within the team.
* Contributing to system reliability with 99.9% uptime or higher.
* Flexibly supporting both end-users and larger IT initiatives, adapting to the business's needs.
What We Are Looking For
We’re seeking an independent, proactive IT professional with a flexible approach to problem-solving and the ability to manage tasks across multiple support levels.
* 5+ years’ experience in IT support roles, including at least 3+ years in a 2nd/3rd Line capacity.
* Strong experience with Office 365 administration and troubleshooting.
* Strong experience in Active Directory, including user groups and management.
* Strong experience in managing on-premise infrastructure, including switching, Wi-Fi, and VMWare.
* Strong knowledge of ITSM/ITIL frameworks and best practices.
* Proven ability to research, diagnose, and resolve unfamiliar technical issues independently, taking the initiative to identify and resolve technical issues with minimal supervision.
* Excellent time management skills, with the ability to prioritise tasks in a dynamic environment.
* Experience with vendor management, working with external vendors and service providers to manage relationships, and ensure quality of service.
* Show a commitment to continuous learning and professional development, staying up to date with the latest IT trends, technologies, and best practices to enhance service delivery.
* Experience with Business Central is desirable.
Why Work With Us?
* Skill Development: Opportunity to handle a variety of tasks, from complex troubleshooting to first-line support, ensuring no two days are the same.
* Skill Development: Work on various IT projects and develop your skills in a collaborative and supportive environment.
* Impactful Work: Be a key contributor in driving the company towards its £50m revenue goal.
* Health Insurance with Mental Health Support options.
* Death in Service.
* Quarterly bonus scheme.
* Discounted gym memberships.
* Free breakfast and lunch foods provided.
* Employee Assistance Programme.
* Monthly employee recognition scheme, work anniversary recognition scheme.
* Employee referral scheme.
* Vehicle salary sacrifice scheme.
* Free flu jabs / Eye-care vouchers.
* Free, secure on-site parking and car washes every Friday.
At Birkdale we are proud to be an equal opportunities employer; should you need reasonable adjustments at any point in the application or interview process, please let us know.
Seniority level
* Mid-Senior level
Employment type
* Full-time
* Industries: Wholesale
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