We are looking for an experienced2nd Line Support Engineer to join our dynamic IT team at ArvatoConnect where you’ll be the go-to expert for keeping our IT operations running smoothly. From troubleshooting and resolving IT issues to deploying cutting-edge technology, you’ll be hands-on with a variety of end-user devices and systems. You’ll work closely with internal teams and external partners, tackling challenges head-on and ensuring optimal system performance. If you thrive in a fast-paced, ever-evolving environment and love solving problems, this is your chance to make a real impact!
* There is a mandatory requirement to work one week a month from 1pm-10pm – this will be remote.
*There is a mandatory requirement to work one Saturday every 5 weeks from 9am-5pm – this will be remote.
What you’ll do :
* Provide 2nd-line support for a range of end-user devices, ensuring quick and effective resolutions.
* Diagnose, troubleshoot, and resolve IT issues while delivering outstanding customer service.
* Manage IT requests, incidents, and tickets, ensuring updates are recorded accurately.
* Set up, configure, and maintain desktops, laptops, mobile devices, and softwares.
* Support Microsoft 365, Windows 10, Intune, Citrix, VPNs, and other critical technologies.
* Work collaboratively with IT teams and external partners to enhance system performance.
* Maintain IT asset records, ensuring accurate documentation of processes and procedures.
* Assist in IT projects, contributing technical expertise and ensuring smooth rollouts.
* Monitor and uphold security protocols while handling business and customer data with confidentiality.
* Occasionally travel to different sites and participate in an on-call support rota.
What you’ll bring to the table:
* Strong experience providing 2nd-line end-user support in a professional environment.
* Expertise in Microsoft 365, Azure AD, Intune, and Windows 10.
* Solid understanding of incident management and prioritisation of support tickets.
* Excellent troubleshooting skills with the ability to think on your feet.
* Strong communication skills – able to explain technical issues in a user-friendly way.
* Proactive mindset with a ‘can-do’ attitude and a passion for technology.
* Ability to follow documented processes while also adapting to evolving business needs.
* Experience supporting a variety of IT devices and applications in a dynamic workplace.
* Previous experience in 2nd-line IT support, including M365 (Azure/Intune) and O365.
* Proven track record of handling and prioritising IT support tickets efficiently.
* Strong customer service skills with the ability to communicate effectively.
* Ability to follow strict security and process guidelines.
In return, we’ll offer you :
* Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
* Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
* Pension Scheme – 4% employee contribution matched by the company.
* Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
* 24/7 Health and Wellbeing Support – access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
* Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
Diversity & Inclusion Statement:
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.
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