2nd Line Support Engineer

The 2nd Line Support Engineer will have a salary up to £35,000, you'll monitor and maintain the organisation's desktop environment(s) in a technical support role. The 2nd Line Support Engineer will work across various technologies and liaise across multiple business areas to support incidents, problems and requests. The 2nd Line Support Engineer is responsible for answering IT requests via phone, email, live chat or instant message, explaining solutions in technical and non-technical terms. The 2nd Line Support Engineer tasks can include installing and configuring hardware and applications, diagnosing hardware/software faults, and solving technical problems over the phone or in person.

In addition to the technical aspect of the role, you will be required to carry out a wide range of administrative tasks to support the IT team and the wider business.

Up-to-date technical knowledge in the following areas:

• Microsoft 365
• Microsoft In-Tune
• Autopilot
• Microsoft Entra
• Microsoft Azure
• Microsoft Defender
• Windows 11
• Active Directory
• Exchange online
• Azure Virutal Desktop / Modern Desktop

Responsibilities:

Answering 1st & 2nd line support queries, logging and keeping records of support issues and change requests via our IT Helpdesk system.

Working with employees to identify computer problems and advise on the solution.

Analysing call logs so you can spot common trends and underlying problems.

Updating self-help/knowledge-based documents so employees can try to fix problems themselves.

Escalating support issues to other team members and 3rd party support providers.

Build and install PC's/Laptops, telephone systems and peripheral devices (such as printers, scanners (MFD's), mobile/smart phones) related to desktop infrastructure in accordance with department standards.

Perform updates and upgrades to computers, hardware, and software as needed.

Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.

Configuration management of inventory for all desktop hardware and software.

Testing and fixing faulty equipment.

To provide assistance and support for IT-related projects.

Produce management reports and KPIs.

Plan, organise and execute internal user training sessions.

Required Skills

• Experience in a similar role.
• Ability to deal with staff members at all levels, including difficult callers.
• Logical thinker.
• Good analytical and problem-solving skills.
• An in-depth understanding of our employees' software applications and equipment.
• Good interpersonal and customer care skills.
• Good accurate record keeping.

Personal Specification

• Professional but friendly manner - essential
• Customer focused - essential
• Team Player - essential
• Flexible approach - essential
• Ability to demonstrate using own initiative - essential
• Hardworking, motivated and proactive - essential
• Strong organisational skills

Shift Pattern 37.5 hours (flexibility required)

Early - 8:00am to 4:30pm

Late - 9:00am to 5:30pm

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice

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