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IT Support Engineer
2 months ago
Job Summary
We are seeking a highly skilled and experienced 2nd Line Service Desk Engineer to join our IT team at Birketts. As a key member of our service desk, you will be responsible for providing first-class technical support to our internal users, working collaboratively with the team to meet Service Level Agreement (SLA) targets.
Key Responsibilities
- Provide technical support and hardware deployment for designated locations
- Progress 2nd Line tickets passed through the service desk
- Ensure accuracy of data used to define, troubleshoot, and close tickets
- Work to agreed service desk processes using ITIL best practices
- Provide great customer service in a friendly, professional, and easy-to-understand manner
- Manage workload, knowing when to research and when to escalate
- Contribute to the overall success of the IT team
- Participate in the out-of-hours rota, usually once every 6 weeks
Requirements
- Experience working within an IT support service/service desk
- Microsoft Technologies, e.g., Active Directory, Office/O365
- Legal software beneficial, e.g., iManage, Aderant, Bighand
- ITIL Foundation
- CompTIA A+
- Strong IT troubleshooting skills
- Excellent communication skills
- Ability to work under pressure and meet deadlines
- Self-motivated with ability to use initiative
- Highly customer-service-focused mindset
- Effective team player
- Commitment to ongoing development
Benefits
- 25 days holiday (FTE) plus Bank Holidays
- Long Service holiday award – 1 extra week every 10 years continuous service
- Private Healthcare with BUPA (offered after probation is passed)
- Scottish Widows Pension Scheme (5% employer / 5% Employee)
- Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)
- Life Assurance - 4 x salary / Permanent Health Insurance
- Paid ESG day (Environmental, Social, and Governance)
- Enhanced Maternity/Paternity Leave
- Subsidised gym membership
- Electric car scheme
- Eye Care Voucher
- Agile Working Policy
- Dress for your Day Policy
Equal Opportunities
Birketts is a flexible business that has embraced a hybrid working model. We welcome applications from people looking for flexible, agile, and part-time roles. We are proud to offer a competitive total rewards package designed with our colleagues' health and wellbeing in mind.
