2nd Line Support Engineer

Overview

2nd Line Support Engineer

Billericay Hybrid working, 4 days in office and 1 at home

Hours:

8-5 or 9-6, rota or preference is fine.

A growing organisation is seeking a Technical Support Analyst to join its busy IT Support team. This is an excellent opportunity for someone who thrives in a fast-paced environment and enjoys delivering high-quality technical support to users across the business in a varied role.

• With first line tasks largely automated, this role is focused on 2nd Line Support with some 3rd Line and Server support for those able or wishing to step up.

• Take ownership of incidents and service requests, ensuring timely resolution
• Build hardware - laptops, tablets, phones, using Intune and Power Shell.
• Support device management and application deployment using Intune
• Manage user accounts, permissions, onboarding, and offboarding
• Install, configure, and maintain end-user software and applications - This includes Microsoft Applications such as Teams, Exchange, SharePoint, and other business applications which are SQL based.
• Troubleshooting SQL based applications and API's.
• Policy and App deployment.
• Contribute to the IT knowledge base and share best practices
• Assist with the adoption and support of new technologies

• Prior experience in 2nd Line + roles where you will be expected to trouble shoot and resolve software and hardware issues, not just triage the problem.

• Strong troubleshooting skills with Windows operating systems
• Confident communicator across phone, email, and face-to-face
• Customer-focused, adaptable, and comfortable working in a fast-changing setting
• Able to prioritise and manage multiple tasks
• Strong working knowledge of M365, Admin Centre Management for Teams, Exchange and Share Point, and Azure, Active Directory, Intune
• Understanding of ITIL or similar IT Service Management frameworks