1st​/2nd Line Support Engineer

About the Role

Working within a small team, you’ll report to our IT Manager and will take ownership of user problems via a helpdesk, perform technical diagnosis, and fix the issue either remotely or on-site. You’ll provide hybrid 1st, and 2nd line technical support and will maintain a high degree of customer service, acting as the primary point of contact for user issues whilst handling a variety of complex technical problems.

You will be resolving hardware, software, network, on-premises and cloud issues and will manage system administration whilst ensuring SLA compliance within an FCA regulated business.

• Act as the first point of contact for 1 st and 2 nd line IT issues via our helpdesk ticketing system, communicating via phone, email, Microsoft Teams, and in-person to log and prioritise incoming requests.
• Resolve 1 st and 2 nd line issues first time, and where not possible, escape to the relevant team members in line with helpdesk procedures.
• Administer user accounts, permissions, and security access usingADandM
  365 including JML.
• Image, configure, deploy and support laptops, mobile devices, peripherals, and company infrastructure.
• Diagnose and fix basic connectivity issues, e.g. Wi‑Fi, DNS, and LAN/WAN problems.
• Maintain accurate records of IT assets and access rights ensuring appropriate levels of governance and compliance.
• Administer cloud (SaaS and PaaS) applications and services as well as input into new technology decisioning.
• Input into process improvements ensuring the IT dept are always achieving operational continual development.
• Supporting users in the use of technology and equipment by providing necessary training and advice.

This role will be primarily based onsite, with some hybrid working and will require you to be onsite one Saturday morning every three weeks on a rota basis.

You’re a self‑starter with excellent communication and interpersonal skills who is comfortable dealing with a wide range of stakeholders (up to our Senior Leadership team).

You’ve a strong understanding of Microsoft Windows 10/11, Windows Server, AD, Microsoft 365, Azure and Entra, and knowledge of Anti‑Virus and security software.

You’ll have networking Experience (LAN, WAN, Wi‑Fi and VPN), a good understanding of PC hardware and software set‑up and configuration along with experience using an ITSM (ticketing system) at an agent level.

When an issue arises, you get involved and use your initiative to prioritise your work effectively under pressure and you have the ability to take a step back and analyse/understand the issue to ensure the correct next step is taken.

• Discretionary bonus scheme
• Electric Vehicle salary sacrifice scheme
• Pension salary sacrifice scheme
• Private Medical
• Income Protection
• Employee Assistance Programme

Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please let us know and we will endeavour to help.