IT 2ND LINE ENGINEER  

LOCATION: Swindon

SALARY: £31,000 to £37,000

JOB TYPE: Permanent Full Time

Role Purpose

• • Act as first point of contact for the IT user community.
  • Delivering excellent IT Support services to the user community across the Group sites.
  • Work on specific projects within the Technology Transformation Programme and then share the knowledge and skills you acquire with the rest of the team. 
  • Where issues and incidents are complex, and you have been unable to resolve them in a timely manner, you will escalate the issue within the team.

Responsibilities

• • Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies.
  • Resolve Standard Service Requests related to End User Computing.
  • At times provide cover for the Support Desk Analyst, logging received requests with a high level of quality and detail to ensure accurate records are entered and maintained in the IT Service desk system, providing a regular review of progress and communications to the user on status.
  • Help to develop processes and methods of operating that conform to ITIL disciplines.
  • Communicate fully and effectively with users throughout the case lifecycle, ensuring that, the user is fully aware of the status of their case.
  • Provide the highest level of service by meeting or exceeding service SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
  • Work from or travel to company sites to provide extended End User Computing services to the user beyond that provided from our offices as required.
  • Ensure that all work carried out for users is recorded in the in-house systems such that work is correctly attributed and enables us to accurately demonstrate the performance of the service to the business units.
  • Maintain a level of technical competence that remains current and fit for purpose in your role, highlighting any training needs to the IT Operations Manager where appropriate
  • Training other members of the team to increase overall knowledge and competencies improving the levels of service.
  • Support the 3rd Line Engineer under their direction and support.
  • Develop strong knowledge of our businesses and functions.
  • Some out-of-hours support may be required.

Experience Required

Technical knowledge of the following would be ideal –

Windows Desktop 10 / 11.

Windows Server 2016+, Virtual appliances, SQL Server.

Microsoft Intune, Defender & 365.

Networking – LAN, vLAN, WAN, Switches, Routers etc.

Cloud Services – Azure, Email, Office and Third Party.

Active Directory – Hybrid Azure on Prem.

Other requirements –

Driving licence and own transport – essential

Outstanding verbal and written communication skills, with the ability to clearly and plainly explain complex situations.

High attention to detail and organisational skills.

Benefits

• Healthcare maintenance cash plan which can help to cover costs of everyday healthcare including dental, optical, physiotherapy, osteopathy, prescriptions and preventative measures such as health screening. 
• Access to shopping and gym discounts.
• Employee assistance programme providing 24/7 access to helplines and information, plus up to 6 counselling sessions per year.
• 25 days holiday per annum increasing annually to 28.
• Holiday trading allowing employees to buy or sell holiday throughout the year.
• Salary Sacrifice cycle to work scheme.
• Auto enrolment pension scheme with 1 x life assurance.