2nd Line Support Engineer

Job descriptionAJW Group is seeking a proactive and experienced Senior Support Engineer to join our dynamic IT team. This role is pivotal in ensuring our internal users receive timely and effective support across IT incidents service requests and project delivery. Operating within the ITIL framework youll play a key role in maintaining system reliability and performance helping to minimise downtime and protect business profitability.What youll be doing:Perform incident and problem management with service request fulfilment.Using JIRA ticketing system to follow ITIL framework guidelines for ticket resolution.Own complex escalated issues and proactively seek out work and identify improvements.Complete RCA and problem management activities to avoid repeat incidents.Escalate tickets that cannot be solved to the Infrastructure team.Ensure all users have a computer desktop/laptop to access company systems and complete their job responsibilities. This will be achieved through:o Imaging and distribution of new computerso Packaging and deployment of softwareo Providing and supporting peripherals such as headsets mice and keyboards.Provide support to further support the companys technology estate such as meeting room technologies printers scan guns and base stations dashboards etc.Provide guidance and mentorship to Support Engineers and Support Apprentices. 2 The role also holds responsibility for identifying changes necessary for key systems and implementing these such as: Q-Pulse office and other system updates.Job requirementsProven experience in a senior IT support role ideally within a fast-paced environment.Strong working knowledge of ITIL principles and their practical application.Excellent problem-solving skills and a customer-focused mindset.Ability to manage multiple priorities and communicate effectively across all levels of the business.Strong interpersonal skills to communicate with stakeholders and junior staff members effectively.Why join usWe are AJW. We connect supply and deliver. Were proud to be part of an industry that connects the world.At AJW were more than just a businesswere a global team shaping the future of aviation. We connect supply and deliver to keep the world moving and we invest in the people who make it happen. When you join us youll be part of an innovative supportive and inclusive workplace where you can grow and thrive. Heres what we offer:A team fun budget to bring colleagues together.Free access to LinkedIn Learning to support your development.Opportunities to take part in charity events volunteering and community projects.A modern office with an onsite gym bike-to-work scheme and a great restaurant.A discretionary bonus and private healthcare.Relocation support if youre moving closer to our HQ.We encourage five days a week in the office to strengthen teamwork collaboration and development. However we understand personal circumstances vary and we support flexibility where needed. Some roles may require more in-office presence to meet business needs but were committed to finding the right balance for our team.Watch the video below to discover who we are what we do and why AJW could be the perfect place for your next career move.To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CVS and will not be responsible for any fees related to unsolicited CVs.All doneYour application has been successfully submittedOther jobs Key Skills Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting Employment Type : Full-Time Experience: years Vacancy: 1