2nd Line Technical Support Engineer (Onsite)

2nd Line Technical Support Engineer required to join our client’s dynamic IT team. This role is pivotal in providing intermediate troubleshooting, rapid response, and superior customer interaction, focusing on escalated issue resolution, endpoint management, and robust collaboration.

Day-to-day of the role:

• User Support & Troubleshooting: Efficiently resolve escalated tickets from 1st line support, diagnose and resolve issues related to Windows OS, Office 365, and endpoint connectivity.
• Endpoint Management: Deploy and configure devices using Intune or Images, package new approved applications for deployment, and provide manual installation when necessary.
• Documentation & Knowledge Sharing: Maintain internal knowledge base articles, document troubleshooting steps and resolutions, and share insights during team meetings.
• Video Conferencing Support: Assist the Events team with VC issues, perform checks on networking, licensing, and account sign-ins, and escalate to 3rd party support when necessary.
• 3rd Party Support: Provide support for 3rd party engineers attending site to perform services.
• Tape Changes: Perform tape changes or insertions as required for backup & recovery tasks.

• Knowledge: Proficient in Windows OS and Office 365 troubleshooting, network troubleshooting, and using endpoint management tools like Intune.
• Skills: Strong in root cause analysis, documentation, knowledge sharing, and cross-team collaboration.
• Abilities: Proactive issue identification, mentoring junior staff, strategic communication, and consistency in support delivery.
• Experience: Prior experience in a similar technical support role is highly required

• Working Hours: 35 hours per week, expected between 0800 - 1900 Mon - Fri.
• Annual Leave: 25 days, increasing by 1 day each year up to a total of 30 days.
• Bonus Scheme: Eligibility for company bonus scheme.
• Professional Development: Opportunities for training and advancement in a supportive environment.