Job Summary
We are seeking a skilled and motivated 2nd Line Support Engineer to join our dynamic IT support team. In this role, you will be responsible for providing advanced technical support to our users, ensuring that all issues are resolved efficiently and effectively. You will work closely with both customers and internal teams to troubleshoot software and hardware problems, maintain systems, and enhance user experience.
Duties
* Provide 2nd line technical support for hardware and software issues across various operating systems including Windows, macOS, and Linux.
* Troubleshoot and resolve complex software issues, ensuring minimal disruption to users.
* Assist in the configuration and management of VPNs and firewalls to ensure secure connectivity.
* Support desktop environments by diagnosing hardware problems and performing necessary repairs or replacements.
* Utilise help desk tools such as BMC Remedy, ServiceNow, or Jira to log incidents and track resolutions.
* Collaborate with 1st line support engineers to escalate unresolved issues and provide guidance on best practices.
* Maintain effective communication with users throughout the troubleshooting process, ensuring they are informed of progress.
* Conduct routine checks on network performance (LAN) and assist in maintaining network security protocols.
* Participate in training sessions to enhance technical skills and stay updated on emerging technologies.
Requirements
* Proven experience in IT support or technical support roles with a strong focus on customer service.
* Proficient knowledge of computer networking principles and practices.
* Strong troubleshooting skills related to software applications, desktop environments, and computer hardware.
* Familiarity with Microsoft Office Suite and other common software applications.
* Excellent communication skills with the ability to convey technical information clearly to non-technical users.
* Experience with help desk software such as BMC Remedy, ServiceNow, or Jira is advantageous.
* Understanding of operating systems including Windows, macOS, and Linux is essential.
* Knowledge of VPN configuration, firewall management, and network security practices is desirable. We invite you to apply if you are passionate about technology and eager to contribute to a collaborative team environment.
Job Type: Permanent
Pay: £27,000.00-£33,000.00 per year
Benefits:
* Casual dress
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
Work Location: In person