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IT Support Specialist

2 months ago


Watford, Hertfordshire, United Kingdom Experis Full time
IT Support Engineer - 1st & 2nd Line Support

We are seeking an experienced IT Support Engineer to join our team in Hertfordshire, Bedfordshire. As an IT Support Engineer, you will be responsible for delivering day-to-day IT Business as Usual (BAU) Support Services, as well as acting as the technical conduit to Senior Support Technicians in improving IT Support Services.

Key Responsibilities:
  • Provide 1st & 2nd Line Support for all staff and students, logging and resolving complex support requests with computer hardware, software, and network systems.
  • Meet customer satisfaction and continuous service delivery demands.
  • Script and deploy patches to Windows, Mac, and Android devices to ensure compliance targets are met.
  • Present change requests to the Technical Change Board as required.
  • Ensure all service requests are assigned and updated in a timely manner.
  • Log first-line support calls using the ITSM Service Desk system.
  • Ensure all hardware assets are logged and updated in the Service Desk ITSM tool.
  • Look for opportunities to automate processes using SCCM, PowerShell, and other appropriate tools.
  • Diagnose and resolve software and hardware incidents, including operating systems and core business applications.
  • Assist all users with any logged IT-related incident when called upon, working to resolve service requests within agreed SLA.
  • Analyse and identify repeated incidents and raise as a Problem record, then work to resolve the Problem.
  • Accurately record, update, and document service requests, problems, and change requests using the ITSM system.
  • Ensure Service Requests follow the correct ITIL lifecycle, including Incidents and Change Requests.
  • Ensure the Starter, Mover Leaver process always runs smoothly for technology requests, including hardware, software, and Active Directory permissions.
  • Act as project lead when required, ensuring skills matrix is updated and colleagues are trained to the required level.
  • Support college activity, including Exams, and maintain a first-class level of customer service.
  • Challenge the accepted way of working and encourage colleagues to think differently and innovatively.
  • Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
  • Work flexibly and reliably across all campuses, taking part in out-of-hours rotas where necessary.
Desirable Skills:
  • Group Policy
  • Automated Access
  • Microsoft Certifications
  • Azure, Azure AD, VMWare
  • Cloud Azure & Azure Active Directory

We are an established and renowned organisation providing technical and professional education, training, and qualifications to develop the skills individuals need to gain employment, increase their earning potential, and improve their life and career chances. Due to our success, we have secured additional funding over the past 2 years, and as a result, our IT function has engaged in new technologies, resulting in expansion and the need to increase IT staffing levels.

We offer a competitive salary of £26,000pa, plus an extensive benefits package, and a DBS check is required. If you are a motivated and experienced IT Support Engineer looking for a new challenge, please contact John McManus at Experis IT.