2nd Line Engineer

Emeria UK operates in the residential real estate sector through its operating brands of FirstPort, Innovus, Knight Square and Campions. As the Payroll Administrator you will be contributing to Emeria’s vision to be the leader of residential real estate services in the UK & Ireland

The 2nd Line Engineer plays a crucial role in providing technical support and ensuring the smooth operation of desktop systems and applications across the organisation. The position is responsible for resolving escalated desktop-related issues, managing and maintaining desktop infrastructure, and delivering high-quality support services to end users.

You will be based in our New Milton office providing onsite support, and will periodically support regional offices across the UK.

Main Responsibilities

• Onsite support: Respond to escalated desktop support requests and incidents, troubleshooting and resolving complex technical issues relating to hardware, software and network connectivity.
• Incident management: Act as a point of contact for end users, ensuring timely and effective resolution of technical problems while maintaining a high level of customer satisfaction.
• Problem diagnosis and resolution: Analyse and identify the underlying causes of recurring issues, develop appropriate solutions and implement preventive measures to minimise future incidents.
• Desktop infrastructure management: Install, configure and maintain desktop operating systems, applications and related software to ensure optimal performance and security.
• User administration: Manage user accounts, permissions and access rights across desktop environments, ensuring adherence to security policies and procedures.
• Documentation and knowledge sharing: Create and update technical documentation, including knowledge base articles, standard operating procedures and user guides, to support efficient resolution and knowledge sharing within the team.
• Collaboration and teamwork: Work with other IT teams, such as network and system administrators, to resolve cross-functional technical issues and contribute to infrastructure improvement projects.
• Continuous improvement: Keep up to date with emerging technologies, trends and best practice in desktop engineering to provide innovative solutions and support continuous improvement

• Desktop support: Timely resolution of escalated desktop incidents and service requests.
• Problem management: Identification and resolution of underlying causes to minimise recurring incidents.
• Infrastructure management: Maintenance and optimisation of desktop systems and applications.
• Customer satisfaction: Delivering high levels of customer satisfaction through effective communication and problem resolution.
• Documentation: Creation and maintenance of accurate, up-to-date technical documentation.
• Collaboration: Active participation in and contribution to cross-functional IT projects and initiatives.

Technical skills

• Proficiency in troubleshooting hardware, software and network connectivity issues.
• Strong knowledge of Windows desktop operating systems.
• Experience with desktop management tools such as Microsoft SCCM and Intune.
• Understanding of networking concepts, protocols and troubleshooting techniques.
• Knowledge of scripting languages such as PowerShell or Bash to automate desktop management tasks (desirable).
• Familiarity with remote support tools and ticketing systems.

Qualifications

• Background or demonstrable experience in IT support.
• Relevant Microsoft certifications in desktop or Office 365 technologies (desirable).

Our customers deserve the best and the same applies to our people. We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.