Overview
Join to apply for the 2nd Line IT Support Engineer role at Hela Brands.
Location: Huddersfield, HD3 4EX
Salary: Competitive DOE, + Benefits
Contract: Full time, Permanent
Working Hours: 07:45-16:00
Benefits: 31 days holiday allowance including bank holiday entitlement, Health Cash Plan, Cycle to Work Scheme, Length of Service bonus, Company Events, Staff Discounts, Mental Health Support
We are Hela Brands, an internationally operating and multi-solution strategic partner for brand owners and businesses. We are on our way to becoming industry leaders in licensing and white label manufacturing across sports, fashion and lifestyle. Hela Brands is backed by an outstanding team and experienced consultants and leaders. We are now seeking an experienced 2nd Line IT Support Engineer to join our IT team based in Huddersfield.
As our 2nd Line IT Support Engineer you will be accountable for providing 2nd line support in person and remotely to internal customers, and for working on projects and picking up 1st Line Support cases when needed.
Responsibilities
* Resolve escalated queries and help requests from 1st Line Support Engineers in accordance with 2nd Line SLAs defined by the Head of IT.
* Maintain regular communication with peers and colleagues, identify process and service improvements, and work with the Head of IT to implement change.
* Analyse results of system tests and suggest action plans to prevent loss of business hours and improve efficiencies. Produce advanced reports and provide results of system tests with recommended actions based on user experience.
* React and prioritise infrastructure, network and service stability; reduce the number of problematic assets. Provide detailed reports and a clear methodology of works.
* Perform end-user system tests, troubleshooting and repairs on client devices, updating firmware, OS and security to reduce downtime and interruptions.
* Support the Head of IT with the successful implementation of new software, hardware and ad-hoc project developments.
* No agencies please.
Qualifications
* Operating Systems: Experience with Apple and Microsoft platforms, including troubleshooting, repairs, and upgrades.
* Hardware Support: Hands-on experience with Apple and Microsoft hardware troubleshooting, repairs, and upgrades.
* Microsoft 365 & Office Applications: Proficient in Word, Excel, Teams, and Admin Centre functions (e.g., Security and Compliance).
* Active Directory & Group Policy: User account management in Microsoft Active Directory, fault finding and troubleshooting, development and improvement of Group Policy settings.
* Adobe Suite Support: Ability to support and troubleshoot Adobe applications.
* Networking Knowledge: End-user support, including patching and connectivity issues; understanding of DNS, IP addressing, LAN/WAN, and switches; ability to develop and improve network processes with IT Manager support.
* Escalation & Problem Solving: Know when to escalate advanced cases to the 2nd Line IT Team or IT Manager after using personal knowledge and the shared knowledgebase.
* Compliance Awareness: Understanding of GDPR legislation and its application in IT processes.
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