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Senior Technical Support Specialist

2 months ago

Wembley, United Kingdom Tiger Resourcing Group Full time

Job Title: 3rd Line IT Support Engineer

Location: Office-based, with occasional site visits

Department: IT

Main Purpose of the Role:

As a 3rd Line IT Support Engineer at Tiger Resourcing Group, you will play a critical role in providing technical support and excellent customer service to our staff and clients. This involves troubleshooting software and networking issues, escalating faults and outages, and ensuring the smooth operation of our IT systems.

Key Responsibilities:

  1. Provide technical support to staff, including remote employees, via telephone and PC support.
  2. Create, update, and resolve IT Helpdesk support tickets.
  3. Proactively monitor network alarms and alerts using various tools.
  4. Build and deploy desktops, laptops, and servers, and diagnose and repair software and hardware issues.
  5. Troubleshoot software and networking issues to achieve fault resolution.
  6. Evaluate and escalate faults and outages according to procedures.
  7. Set up new and replacement equipment, both internally and remotely.
  8. Manage user accounts and access in Active Directory and other applications.
  9. Coordinate and manage external vendors and contractors for core information systems.
  10. Manage IT equipment stock levels and perform asset management.
  11. Create Standard Operating Procedure documents within the IT department.
  12. Assist in providing IT services, including network connectivity, telecoms, servers, software, and application deployment.
  13. Assist in researching, purchasing, and installing approved hardware or software.
  14. Support staff with mobile devices, ensuring devices are up to date and secure.
  15. Ensure IT devices are encrypted for data protection and assist with GDPR and Cyber Essentials compliance.
  16. Assist with the delivery of IT projects, including taking ownership when required.

Requirements:

  1. Minimum 3-5 years of IT and technical experience.
  2. Strong experience with Microsoft Windows 10, Microsoft Office 365, Windows Server 2016/2019, Active Directory Azure, InTune, and SharePoint.
  3. Familiarity with Microsoft AAD, AD, DNS, DHCP, Group Policy, etc.
  4. Understanding of Information Security core principles, ITIL, ISO27001, Cyber Essentials, and vulnerability management.
  5. Knowledge of network protocols and equipment, including Cisco, HP, and FortiGate.
  6. Experience with firewall configurations, VPNs, and VOIP systems.
  7. Ability to configure and troubleshoot complex networking scenarios.
  8. IT Degree/Diploma or equivalent, with extensive IT support experience.
  9. Strong interpersonal communication (verbal and written) and problem-solving skills.
  10. Ability to handle pressure and meet deadlines in a fast-paced environment.
  11. Team player with high attention to detail, initiative, and time management skills.
  12. Strong analytical, problem-solving, and planning skills.
  13. Flexibility for occasional work outside regular hours.
  14. Enthusiasm, drive, and excellent timekeeping.

Values:

All employees are expected to uphold the values of the organization as outlined in company documents, including the Employee Handbook and Code of Conduct.

Confidentiality:

Maintain awareness of the organization's Privacy Policy to protect data.

Probation:

New employees must set objectives and agree on training and development needs, recorded on the Probation Starter form.