As a 2nd Line engineer you will become an integral part of the Operations Support team. Responsibilities will include being part of the company Application Lifecycle process, administration and resolution of requests and problem management processes, to facilitate effective management of the day to day IT support function.
Responsibilities & Duties
* Act as the primary escalation point for in-house 1st Line team, offering guidance and technical expertise on issues presented and ensuring SLAs are met.
* Handle and resolve both incidents and requests logged via BDP’s in-house IT Service Management (ITSM) platform.
* Develop and maintain the in-house knowledgebase, held on our ITSM platform.
* Monitor the BDP IT environment using our network monitoring platform and address issue raised, working with BDP’s 3rd Line IT engineers.
* Working with our 3rd Line IT team, assist in the delivery of initiatives and projects.
* Maintain user security across devices and user accounts.
Skills Required
* Excellent telephone manner.
* Knowledge of Active Directory and Azure Active Directory (Entra ID).
* Good knowledge of Microsoft Operating Systems.
* Good knowledge of Microsoft Teams.
* Network experience – LAN, WAN, WIFI, DNS, DHCP, VPN.
* ITIL certification is desired but not essential.
* Knowledge of PowerShell is desired but not essential.
* Application packaging and deployment experience is not essential but considered an advantage.
BDP offers
In return, BDP can offer a wide range of learning opportunities to encourage personal and professional career development. From sponsorship to professional‑led CPD events, we also offer annual appraisals and a mentoring scheme that is supported by our internal online learning platform.
We are committed to being an employer of choice and offer a competitive remuneration and benefits package that includes an employee profit share scheme, tax‑efficient smart benefits, private medical insurance, life insurance, long‑term sickness insurance, interest‑free season ticket loans, health screening, opportunity to buy/swap holidays and enhanced maternity and paternity provision, plus many more.
We offer regular international, and studio‑based social, sporting and charitable events. Some recent events include month‑end socials, a hiking club, wellbeing webinars and toolbox talks. Our variety of employee forums gives everyone the platform to have a voice and be heard which drives cultural changes and helps to create an engaged, inclusive organisation.
BDP is actively fostering an inclusive organisation where people can be themselves and everyone has a sense of belonging. We want our teams to be diverse at every level, reflecting the communities we design for. As designers, we will create spaces for all that promote equity, wellbeing and participation within the built environment. We actively encourage people from a variety of backgrounds with different skills, professional and life experiences, to join us and help us to achieve our aspirations. We also welcome applications from candidates who wish to work flexibly. BDP also operates a hybrid working policy which is usually three days in the office and two days working from home.
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