IT 2ND LINE ENGINEER
LOCATION: Swindon
SALARY: £31,000 to £37,000
JOB TYPE: Permanent Full Time
Role Purpose
1. Act as first point of contact for the IT user community.
2. Deliver excellent IT Support services to the user community across the Group sites.
3. Work on specific projects within the Technology Transformation Programme and share the knowledge and skills acquired with the team.
4. Escalate complex issues and incidents within the team when unable to resolve them in a timely manner.
Responsibilities
1. Assess, troubleshoot, and resolve all End User Computing issues using known troubleshooting methodologies.
2. Resolve Standard Service Requests related to End User Computing.
3. Provide cover for the Support Desk Analyst, logging received requests accurately in the IT Service desk system.
4. Help develop processes that conform to ITIL disciplines.
5. Communicate effectively with users throughout the case lifecycle.
6. Meet or exceed service SLAs and KPIs, identifying process improvement opportunities.
7. Work from or travel to company sites to provide extended End User Computing services.
8. Record all work carried out for users in the in-house systems.
9. Maintain current technical competence and highlight training needs to the IT Operations Manager.
10. Train other team members to improve overall knowledge and competencies.
11. Support the 3rd Line Engineer under their direction.
12. Develop strong knowledge of our businesses and functions.
13. Some out-of-hours support may be required.
Experience Required
1. Technical knowledge of Windows Desktop 10 / 11.
2. Windows Server 2016+, Virtual appliances, SQL Server.
3. Microsoft Intune, Defender & 365.
4. Networking - LAN, vLAN, WAN, Switches, Routers etc.
5. Cloud Services - Azure, Email, Office and Third Party.
6. Active Directory - Hybrid Azure on Prem.
Other Requirements
1. Driving licence and own transport - essential.
2. Outstanding verbal and written communication skills.
3. High attention to detail and organisational skills.
Benefits
1. Healthcare maintenance cash plan covering everyday healthcare costs.
2. Access to shopping and gym discounts.
3. Employee assistance programme with 24/7 access to helplines.
4. 25 days holiday per annum increasing annually to 28.
5. Holiday trading allowing employees to buy or sell holiday throughout the year.
6. Salary Sacrifice cycle to work scheme.
7. Auto enrolment pension scheme with 1 x life assurance.
#J-18808-Ljbffr