2nd Line Support Engineer

3 weeks ago

Cheltenham Gloucestershire, United Kingdom BLADEROOM GROUP LIMITED Full time

This is an onsite (Cheltenham, Gloucestershire) role. Not Hybrid or remote.

As a 2nd Line Support Engineer, you will play a crucial role in providing escalated technical support and ensuring the seamless functioning of our IT service. Your responsibilities will encompass resolving complex technical issues, providing hands-on assistance to end-users, and actively contributing to the overall efficiency of our IT systems.

Main Duties/Responsibilities/Accountabilities:

1. End-User Support:

  • Provide responsive and hands-on support to end-users, addressing escalated technical issues promptly.
  • Troubleshoot and resolve hardware, software, and network challenges to ensure operational efficiency.

2. Advanced Trouble Shooting:

  • Conduct in-depth technical analysis and troubleshooting to resolve complex issues efficiently.
  • Collaborate with 1st Line Support to provide effective solutions and share knowledge for continuous improvement.

3. Incident Management:

  • Take ownership of escalated incidents, ensuring timely resolution and keeping stakeholders informed.
  • Implement preventive measures to minimise recurring issues and improve overall system reliability.

4. Collaboration & Training:

  • Provide training and guidance to 1st Line Support to enhance their technical skills and issue resolution capabilities.
  • Collaborate with cross-functional teams to share insights and contribute to the development of IT support strategies.

5. Documentation:

  • Create and maintain comprehensive documentation for issue resolutions, troubleshooting steps, and best practices.
  • Contribute to the knowledge base to empower the support team and streamline future incident resolutions.

6. Security & Compliance:

  • Adhere to security measures and assist in the enforcement of policies to safeguard IT infrastructure.
  • Collaborate with the cybersecurity team to ensure compliance with industry standards.

Additional Capabilities:

  • Hardware and Software Management Manage the procurement, installation, and maintenance of hardware and software for end-users.
  • User Training Develop and deliver user training programs to enhance end-user knowledge and promote efficient system usage.
  • Communication Communicate technical information effectively to both technical and non-technical stakeholders.
  • Provide regular updates and reports on the status of escalated incidents and overall support performance.

Preferred Skills:

  • Proven experience in a 2nd Line Support role or similar.
  • Proficient in Windows operating systems, Microsoft Office Suite, and general desktop support.
  • Strong problem-solving skills, technical acumen, and excellent communication abilities.
  • Familiarity with ITIL framework.
  • Knowledge of Cyber Security best practices.

Technologies:

  • Microsoft Windows 10/11 and MacOS clients
  • Microsoft Server 2019/2022 on VMWare ESX
  • HPE networking and storage arrays
  • Microsoft 365 services
  • Mobile Device Management
  • Exchange Administration
  • Vulnerability Management

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