3rd Line ITSupport Engineer
Location: Heather Park House - Wembley
Department: IT
Main Purpose of the Role:
Support the Head of IT in providing a full IT support service to the organization.
Reporting to: Head of IT
Key Relationships: All Directors, Procurement Manager, Facilities/Office Manager, all external IT suppliers and support providers.
Role and Responsibilities:
We are recruiting for a 3rd Line IT Support Engineer to assist with both BAU support and project requirements. This role requires varied technical support experience, ideally within a multi-site, medium to large organization of approximately 1,500 users. The position demands a broad range of IT skills across hardware, software, and applications, coupled with strong communication skills and a proactive attitude in a fast-paced, technical role with a steep learning curve. As a 3rd Line IT Support Engineer, you will be responsible for providing technical support and excellent customer service to our staff and clients.
Responsibilities / Essential Skills:
1. Provide both PC and telephone support to staff, including remote employees.
2. Create, update, and resolve IT Helpdesk support tickets.
3. Proactive network monitoring of alarms and alerts using various monitoring tools.
4. Build and deploy desktops, laptops, and servers; diagnose and repair software and hardware issues.
5. Troubleshoot software and networking issues to achieve fault resolution.
6. Escalate faults/outages per procedures.
7. Setup of new and replacement equipment, both internally and remotely.
8. Manage user accounts and access in Active Directory and other applications.
9. Coordinate and manage external vendors and contractors for core information systems.
10. Asset management of all IT equipment across multiple locations.
11. Maintain IT equipment stock levels.
12. Create Standard Operating Procedure documents within the IT department.
13. Assist in providing IT services, including network connectivity, telecoms, servers, software, and application deployment.
14. Assist in researching, purchasing, and installing approved hardware or software.
15. Support staff with mobile devices, ensuring devices are up to date and secure.
16. Ensure IT devices are encrypted for data protection and assist with GDPR and Cyber Essentials.
17. Assist with the delivery of IT projects, including taking ownership when required.
Please note: This position is office-based but may require visits to other sites.
PERSON SPECIFICATION
Technical Competencies:
18. Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Active Directory Azure, InTune, and SharePoint.
19. Familiarity with Microsoft AAD, AD, DNS, DHCP, Group Policy, etc.
20. Understanding of Information Security core principles, ITIL, ISO27001, Cyber Essentials, and vulnerability management.
21. Knowledge of network protocols and equipment, including Cisco, HP, and FortiGate.
22. Experience with firewall configurations, VPNs, and VOIP systems.
23. Ability to configure and troubleshoot complex networking scenarios.
24. Minimum 3-5 years of IT and technical experience.
Qualifications and Certifications:
25. IT Degree/Diploma or equivalent, with extensive IT support experience.
Skills:
26. Strong interpersonal communication (verbal and written).
27. High attention to detail and initiative.
28. Ability to handle pressure and meet deadlines.
29. Team player with problem-solving and time management skills.
Personal Attributes:
30. Strong analytical, problem-solving, and planning skills.
31. Team-oriented, with flexibility for occasional work outside regular hours.
32. Enthusiasm, drive, and excellent timekeeping.
Values:
All employees are expected to uphold the values of the organization as outlined in company documents, including the Employee Handbook and Code of Conduct.
Confidentiality:
Maintain awareness of the organization’s Privacy Policy to protect data.
Probation:
New employees must set objectives and agree on training and development needs, recorded on the Probation Starter form.
This job description is not exhaustive and may require additional tasks as reasonably requested by management.