Join to apply for the Senior 2nd Line Support Engineer role at AJW Group.
We are seeking a proactive and experienced Senior 2nd Line Support Engineer to join our dynamic IT team. This role is pivotal in ensuring our internal users receive timely and effective support across IT incidents, service requests, and project delivery, following the ITIL framework.
What you’ll be doing:
* Perform incident and problem management with service request fulfilment.
* Use the JIRA ticketing system to follow ITIL framework guidelines for ticket resolution.
* Own complex escalated issues and proactively seek out work and identify improvements.
* Complete RCA and problem management activities to avoid repeat incidents.
* Escalate tickets that cannot be solved to the Infrastructure team.
* Ensure all users have a computer desktop/laptop to access company systems and complete their job responsibilities. This includes:
o Imaging and distribution of new computers.
o Packaging and deployment of software.
o Providing and supporting peripherals such as headsets, mice and keyboards.
* Provide support to the company’s technology estate such as meeting room technologies, printers, scan guns, base stations, dashboards, etc.
* Provide guidance and mentorship to Support Engineers and Support Apprentices.
* Identify and implement changes necessary for key systems such as Q-Pulse, Office, and other system updates.
Qualifications:
* Proven experience in a senior IT support role, ideally within a fast‑paced environment.
* Strong working knowledge of ITIL principles and their practical application.
* Excellent problem‑solving skills and a customer‑focused mindset.
* Ability to manage multiple priorities and communicate effectively across all levels of the business.
* Strong interpersonal skills to communicate with stakeholders and junior staff members effectively.
About AJW Group
At AJW, we’re more than just a business—we’re a global team shaping the future of aviation. We connect, supply, and deliver to keep the world moving, and we invest in the people who make it happen. When you join us, you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive.
What we offer:
* A team fun budget to bring colleagues together.
* Free access to LinkedIn Learning to support your development.
* Opportunities to take part in charity events, volunteering and community projects.
* A modern office with onsite gym, bike‑to‑work scheme and a great restaurant.
* Discretionary bonus and private healthcare.
* Relocation support if you’re moving closer to our HQ.
We encourage five days a week in the office to strengthen teamwork and collaboration, but we recognize personal circumstances and support flexibility where needed.
To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CVs and will not be responsible for any fees related to unsolicited CVs.
Location: Horsham, England, United Kingdom
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