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2nd Line IT Support Engineer

1 month ago

Salford, United Kingdom Stelvio Group Full time

2nd Line IT Support Engineer (Contract)

Duration is 3 months initially (Likely to extend)

Circa £250pd Inside IR35

Bolton (On-site)


The role:


"We are seeking an experienced 2nd line support engineer to join our newly created internal IT Service Desk team provide 2nd Line IT support to our end-users.


The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team. The candidate will act as a bridge between our 1st line support team and our 3rd line infrastructure team."


Key responsibilities:


2nd Line IT Support:

  • Provide desk side and remote 2nd line support to end-users, resolving technical issues and escalations issues effectively.
  • Provide 2nd line support for Microsoft 365, Azure & Windows Active directory for on premise and cloud technologies.
  • Ensure a seamless and positive experience for clients.


Proactive Issue Resolution:

  • Identify and resolve issues proactively to minimize downtime.
  • Maintain high standards of customer service.


Microsoft Modern Workplace & Cloud Technologies:

  • Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
  • Strong knowledge of Office 365, Microsoft Teams, Exchange, Intune, and Azure.
  • Implement and maintain Microsoft Modern Workplace solutions.


Technical Expertise:

  • Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
  • Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.


Customer Service Skills:

  • Exhibit excellent technical and customer service skills.
  • Communicate effectively with end-users and team members.
  • Manage time efficiently and build strong relationships with users.
  • Able to communicate with and manage VIPs support requests.


Documentation:

  • Produce high-quality documentation for IT processes and procedures.
  • Maintain accurate records of support activities.


Coaching and Mentoring:

  • Provide guidance and coaching to junior team members.
  • Share knowledge and best practices to enhance team performance.


Certifications desired:

  • Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
  • ITIL Foundation certification (preferred)
  • Full UK driving licence


Experience required:

  • Proven experience with at least 2 years in a similar role providing 2nd line IT support.
  • Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
  • Excellent communication and customer service skills.
  • Ability to produce high-quality documentation.
  • Experience in coaching and mentoring junior team members.