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IT 2nd Line Support Engineer
Oxfordshire - Hybrid
250pd - 300pd - PAYE / Inside IR35
3 Months with possible extension
Role Purpose:
To provide 2nd line support across a range of IT incidents and service requests, escalating issues outside of the scope of this role to 3rd line teams and managers accordingly. 2nd line engineers will also be expected to provide guidance and assistance to 1st line colleagues where required.
2nd line engineers should also expect to be involved in physical support requirements for infrastructure including acting as "smart hands", supporting AV issues and acting as a backfill for site engineers when needed.
Operational Duties:
- Manage and resolve incidents and service requests escalated by 1st line engineers in a timely manner, further escalating to 3rd line support teams and/or 3rd party support providers where necessary.
- Provide solutions for business requests within the guidelines of IT best practice and security guideless.
- Assist with the installation, configuration, and maintenance of IT equipment and software and enterprise applications.
- Monitor system performance and proactively identify potential issues.
- Maintain accurate records of all support requests and resolutions using the company's ticketing system.
- Support VIP stakeholders as required
- Collaborate with other IT team members to implement and improve IT processes and procedures.
- Participate in IT projects and initiatives as required.
- Support additional service requirements where practicable and directed.
Qualifications & Experience:
- Proven IT support experience - Essential
- Strong knowledge of Windows (inc. Active Directory), MacOS, Android and iOS operating systems configuration and management - Essential
- A working knowledge of cyber security principles and controls - Essential
- Experience with Network troubleshooting - Desired
- Experience with M365, Azure and EntraID - Desired
- Understanding of basic IT hardware including backend enterprise infrastructure - Desired
- Good communication (written and verbal) skills and demonstratable experience working with a wide range of stakeholders - Essential
- Ability to work independently and as part of a team. - Essential
- Excellent problem-solving skills and attention to detail. - Essential
- Alignment and understanding of the ITIL framework and ITIL best practice - Desired
This job description is not exhaustive, and the job holder will be required to carry out from time-to-time tasks in addition to the above that will be both reasonable and within their capabilities.
INDIT
Planet Recruitment is acting as an Employment Business in relation to this vacancy.
