Senior 2nd Line Support Engineer

1 day ago

Horsham, West Sussex, United Kingdom AJW Group Full time

AJW Group is seeking a proactive and experienced
Senior 2nd Line Support Engineer
to join our dynamic IT team. This role is pivotal in ensuring our internal users receive timely and effective support across IT incidents, service requests, and project delivery. Operating within the ITIL framework, you'll play a key role in maintaining system reliability and performance, helping to minimise downtime and protect business profitability.

What you'll be doing:

  • Perform incident and problem management with service request fulfilment.
  • Using JIRA ticketing system to follow ITIL framework guidelines for ticket resolution.
  • Own complex escalated issues and proactively seek out work and identify improvements.
  • Complete RCA and problem management activities to avoid repeat incidents.
  • Escalate tickets that cannot be solved to the Infrastructure team.
  • Ensure all users have a computer desktop/laptop to access company systems and complete their job responsibilities. This will be achieved through:

o Imaging and distribution of new computers

o Packaging and deployment of software

o Providing and supporting peripherals such as headsets, mice and keyboards.

  • Provide support to further support the company's technology estate such as meeting room technologies, printers, scan guns and base stations, dashboards etc.
  • Provide guidance and mentorship to Support Engineers and Support Apprentices. 2

  • The role also holds responsibility for identifying changes necessary for key systems and implementing these such as: Q-Pulse, office and other system updates.

  • Proven experience in a senior IT support role, ideally within a fast-paced environment.

  • Strong working knowledge of ITIL principles and their practical application.
  • Excellent problem-solving skills and a customer-focused mindset.
  • Ability to manage multiple priorities and communicate effectively across all levels of the business.
  • Strong interpersonal skills to communicate with stakeholders and junior staff members effectively.

Why join us?

We are AJW. We connect, supply, and deliver. We're proud to be part of an industry that connects the world.

At
AJW
, we're more than just a business—we're a global team shaping the future of aviation. We connect, supply, and deliver to keep the world moving, and we invest in the people who make it happen. When you join us, you'll be part of an
innovative, supportive, and inclusive
workplace where you can grow and thrive. Here's what we offer:

  • A
    team fun budget
    to bring colleagues together.
  • Free access to
    LinkedIn Learning
    to support your development.
  • Opportunities to take part in
    charity events, volunteering, and community projects
    .
  • A
    modern office
    with an onsite gym, bike-to-work scheme, and a great restaurant.
  • A
    discretionary bonus
    and
    private healthcare
    .
  • Relocation support
    if you're moving closer to our HQ.

We encourage
five days a week in the office
to strengthen teamwork, collaboration, and development. However, we understand personal circumstances vary, and we support flexibility where needed. Some roles may require more in-office presence to meet business needs, but we're committed to finding the right balance for our team.

Watch the video below to discover who we are, what we do, and why AJW could be the perfect place for your next career move.

To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CV'S and will not be responsible for any fees related to unsolicited CVs.

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