IT Support Engineer

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.

Positively promote the IT Team to develop the team profile and that of the wider IT function.

Participate in internal meetings, as required, to share and develop knowledge and best practice.

Provide ‘end to end’ ownership of all incidents and service requests to ensure that problems are resolved effectively.

Be proactive and ensure that regular status updates are provided to open tickets.

Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.

Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.

Investigate and resolve common desktop issues to ensure business continuity.

Thoroughly investigate issues to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.

Demonstrable experience negotiating difficult situations to a successful conclusion.

Proven experience in a 2nd line IT support role within a Desk Side environment and understand ITIL best practice

Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, Azure.

Understanding of basic networking concepts, including Wi-Fi, VPNs, DNS, and TCP/IP.

Experience using ITSM or ticketing tools