2Nd Line Support Engineer

IT Service Desk - 2nd Line Support Analyst
Reports To: 2nd Line Team Leader
Location: Wilmslow/Remote
Hours of Work: Mon-Fri 8 am-6 pm (Rota shifts)
Salary: 28000 per annum

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing multiple individual businesses and over 1500 colleagues.

In the role of 2nd Line Support Analyst, you will be responsible for interpreting escalated user problems and identifying solutions. The role of the IT Support team is to ensure that our colleagues have the technology they need to do their roles to achieve our business objectives.

We are looking for customer-focused people to join our IT department to support our colleagues both hands-on in the office and remotely across the UK.

This role would suit someone looking for their next role in IT having at least 1 year's experience in a similar role preferably with ITIL and Microsoft certifications.

Duties
Include but not limited to:
Performance and capacity monitoring of systems and environments
ISO27001 compliance monitoring and proactive/reactive management of issues
Resolution of escalated colleague service requests or incidents as assigned within SLA
Supporting 1st Line Support / Service Desk in busy periods
Set up new hardware such as PCs, Laptops, iPhones and iPads.
General end-user compute support tasks
Liaising with 3rd party Suppliers
Escalating calls where necessary to 3rd-Line Support
Create and manage user accounts and licences in M365, Local Active Directory and Azure Active Directory.
You will be required to travel to other offices as and when required.

Skills
Customer focussed and personal drive to deliver the best solutions
Enthusiastic to deliver the best customer service putting your colleagues at the heart of everything you do
Good communicator on the telephone, through email, and face-to-face
Proven organisational skills
Diligent, attention to detail
Great team player with the ability to act on your own initiative when required
Ability and desire to learn about the systems we support
Enjoy solving problems
Ability to prioritise your own work loads and manage expectations
Calm and focused

Technologies

Knowledge and experience in the following is crucial
Windows Platforms - Windows 10/11, Server 2012, 2016, 2019
IT Hardware
Active Directory
PowerShell
M365 / Teams / SharePoint / OneDrive
Antivirus software
Intune Endpoint Manager
Cloud Based technologies (Azure / AWS)
Autopilot
Cloud Based Telephony
ITSM Tools

Knowledge and experience in the following will be advantageous.
Hyper V
VPN, RDP
Mobile devices - iPhone, iPad
Google Suite
Apple Business Management
Multi-Tenant administration
Experience in tenant migration

Hit Apply now to forward your CV.