IT Support Engineer - Tier 2

What's the role about?

IT Support Engineer - Tier 2

Full time, Permanent

Salary: up to £40,000 per annum + annual company bonus

Working: Monday to Friday, 35 hours per week

Location: Farringdon, London EC1R (On-site)

Onboarding: Initial training at Winnersh HQ, Berkshire RG41 (Travel Expenses/Accommodation paid)

As an IT Support Engineer at Smollan, you will be the backbone of our Farringdon office’s technical operations. This isn't just about closing tickets; it’s about providing high-touch service, identifying trends to prevent future issues, and acting as a technical escalation point within our Helpdesk team. You’ll have the autonomy to work solo on projects while remaining a vital part of a collaborative national team.

• Service Excellence:
  Manage the full lifecycle of IT tickets, ensuring all issues are resolved or escalated within SLAs while keeping users updated.
• Technical Support:
  Install, maintain, and troubleshoot hardware (PCs, Laptops, Printers) and software environments.
• Infrastructure & MDM:
  Use Microsoft Intune for device deployment and manage Active Directory (On-prem & Azure) environments.
• Process Improvement:
  Identify recurring technical "pain points" and recommend procedural changes or documentation updates to provide long-term solutions.
• Connectivity:
  Support and maintain LAN/WAN (TCP/IP) networking to ensure zero downtime for the team.

• Technical Stack:
  Deep knowledge of Windows 11, Microsoft 365/Azure, and Apple Mac Books.
• Mobile Device Management:
  Hands-on experience with Intune for deploying laptops and mobile devices.
• Customer First Mindset:
  The ability to communicate complex technical issues to non-technical users of all seniority levels.
• Problem Solving: A sharp, analytical mind that looks for "root causes" rather than just "quick fixes."
• Networking: A solid grasp of LAN/WAN and TCP/IP configurations.
• Bonus Points:
  
  Experience working within an ITIL framework
• Familiarity with Google Workspace administration.

• Competitive salary + annual company bonus
• 24 days annual leave + bank holidays (increasing 1 day per year up to 29 days)
• Benefits include:
  Pension (4%), Medicash, Life Assurance, Electric Vehicle Scheme, Gym Flex, WeCare ERP, Perkbox, Taste Card.
• Ongoing support to enable you to fulfil your role to the best of your potential.
• Opportunity to work in a dynamic and innovative environment.
• Career growth and development opportunities.
• Supportive and inclusive company culture.