IT Support Engineer- 12-month FTC

Job Title: IT Support Engineer (2nd Line)Location: Northallerton (full-time onsite)Job Type: 12 month fixed-term contractIndustry: Packaging

Salary: £30-35k per annum (DOE)

Job Summary:

We are seeking a skilled and customer-focused 2nd Line IT Support Engineer to work as a standalone IT Engineer with support from other engineers remotely. In this role, you will provide technical support and troubleshooting services to users, handling escalated issues from the 1st line support team. You'll be expected to diagnose and resolve a variety of hardware, software, and network-related issues, ensuring high levels of customer satisfaction and minimal disruption to business operations.

Key Responsibilities:

• Respond to and resolve incidents and service requests escalated from the 1st line support team, both remotely and on-site.
• Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and peripherals.
• Support a range of systems and technologies, including Windows OS, Microsoft 365, Active Directory, and networking equipment.
• Install, configure, and maintain IT systems, applications, and user accounts.
• Maintain accurate records of work through the IT service management system (e.g., tickets, documentation).
• Escalate complex issues to 3rd line support or vendors when necessary, following proper protocols.
• Assist in IT projects such as system upgrades, migrations, and deployments.
• Provide guidance and mentoring to 1st line support staff when needed.
• Maintain knowledge base articles and support documentation to improve team efficiency.
• Ensure all activities follow IT policies, security standards, and best practices.

Requirements:

• Proven experience in a 2nd line IT support role.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and standard desktop applications.
• Good understanding of networking principles (TCP/IP, DNS, DHCP, VPN).
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize workload and manage multiple tasks effectively.
• Experience with virtual servers- VMWare/Hyper-V (beneficial)

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.