IT Support Engineer

The Role:We are seeking a skilled and proactive Second Line IT Support Engineer to join the team. You will be responsible for delivering exceptional IT support to colleagues. This is a dynamic role that requires excellent problem-solving abilities, technical expertise, and a strong customer-focused approach.

You will manage escalated support cases, ensure timely updates and resolutions, and maintain system infrastructure to keep operations running smoothly. This is an exciting opportunity to make a real impact and collaborate with a team of engineers, consultants, and external partners to enhance IT performance across the business.

Key Responsibilities:

• Provide second-line support, managing escalated cases from first-line service desk or the IT Support Team Manager.
• Administer and maintain key system infrastructure such as Active Directory, Azure AD, LAN, internet access, firewalls, and Exchange/Office 365.
• Proactively manage system patching, firmware updates, security management, and documentation.
• Troubleshoot and resolve complex issues, including server and network performance monitoring.
• Assist with planning and recommending IT enhancements to meet current and future business needs.
• Setup new desktop and laptop devices, including implementation tasks (either remotely or in the office).
• Manage relationships with third parties and suppliers.
• Ensure operational documentation is kept up to date.
• Participate in external site visits for issue resolution and proactive maintenance.
• Occasionally, provide out-of-hours support and be available for on-call duties.

Key Skills and Experience:

• In-depth knowledge of Microsoft Windows Server operating systems.
• Strong experience with Microsoft Office 365 and troubleshooting networking protocols (TCP/IP, DNS, DHCP, routing, vLANs).
• Experience with backup and disaster recovery services (Azure).
• Familiarity with managing switches, routers, and Mitel phone systems.
• Working knowledge of Windows Script Host, VBScript, and PowerShell.
• Solid understanding of security best practices and implementation.
• MCSA/MCITP: Server Administrator or equivalent IT qualifications (desirable).
• 3+ years of experience in technical support or a similar helpdesk role.

Person Specification:

• Strong communication skills with the ability to explain technical issues clearly.
• Excellent problem-solving and troubleshooting abilities.
• Ability to work well under pressure and in a team environment with changing demands.
• Self-motivated with strong time management and organizational skills.
• A commitment to continuous professional development and keeping up with emerging technologies.
• A proactive and "colleague-first" approach to IT support.

Benefits:

• Salary as advertised
• Annual and Quarterly Bonus scheme
• Hybrid working - after completed probation
• Life assurance (7 x salary)
• Private Healthcare
• 20 days annual leave plus Christmas closedown - rising to 25 after 1 year of service
• Internal Development plan
• Internal Wellness programme