2nd Line IT Support Engineer
1 month ago
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.
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