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IT Support Specialist

2 months ago

Cheltenham, Gloucestershire, United Kingdom Fruition IT Full time
Job Title: 2nd Line IT Support Engineer

We are seeking a skilled and customer-focused IT professional to join our dynamic IT support team. The ideal candidate will have a strong technical background, with experience in troubleshooting, diagnosing, and resolving complex IT issues.

Key Responsibilities:

  • Provide 2nd line support for hardware, software, and network issues, escalating to 3rd line when necessary.
  • Diagnose and resolve escalated IT incidents related to desktops, servers, networks, and other IT infrastructure.
  • Manage and support Windows OS environments, Active Directory, Office 365, and other enterprise systems.
  • Configure, maintain, and troubleshoot network devices such as routers, switches, and firewalls.
  • Monitor and maintain IT systems, performing regular health checks and proactive maintenance.
  • Collaborate with 1st line support engineers to ensure seamless issue resolution and knowledge sharing.
  • Document IT issues, solutions, and processes in the ticketing system.
  • Assist in IT projects such as system upgrades, migrations, and new technology implementations.
  • Provide exceptional customer service and ensure timely communication with end-users.
  • Stay up-to-date with the latest industry trends and technologies to continuously improve support services.

Requirements:

  • Proven experience in a 2nd line IT support role.
  • Strong troubleshooting skills with Windows operating systems and Microsoft Office suite.
  • Experience with Active Directory, Group Policy, DNS, DHCP, and other core networking services.
  • Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
  • Knowledge of network infrastructure including TCP/IP, routers, switches, firewalls, and VPNs.
  • Experience with ticketing systems and remote support tools.
  • Excellent communication skills, both written and verbal.
  • Ability to work under pressure and prioritise tasks effectively.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for career development and progression.
  • Training and certification programs.
  • Friendly and collaborative work environment.