2nd Line IT Support

Job Overview: This role involves providing 2nd line IT support, resolving incidents and service requests within agreed SLAs, supporting project activities, and troubleshooting hardware, software, network, and peripheral issues. The position requires strong knowledge of Windows environments, networking, Active Directory, ServiceNow, and customer service, along with the flexibility to travel to multiple sites using a company-provided vehicle and a valid UK driving licence., * Undertake incident and request tasks

• Possess 2nd line responsibility for resolving incidents to SLA
• Be responsible for the completion of assigned works within allocated timeframes
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware

• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Experience handling LTSC Channels and KIOSK is highly desirable
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD’s), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• UK drivers licence required as the engineer will be required to support Hub and Spoke locations. Travel to alternate locations will be provisioned via onsite van.