Information Technology Support Engineer

2 weeks ago


Newport, United Kingdom aap3 Recruitment Full time

12-month contract opportunity for an experienced 2nd line IT Support Specialist with the potential to go permanent.


Candidates must be based within a commutable distance to Newport, Wales for this role. The role will be based onsite in Newport.


Working for a leading global organization you will provide end-user support to 2nd level assisting users at the deskside and remotely working as part of a team. You will need 5+ years of experience in endpoint deployment and support including ServiceNow, Windows, Intune, Mac (Jamf ideal), Azure & AD.


1st class communication and interpersonal skills and experience working within ITIL environments are sought. In addition to providing support onsite in Newport, 1-2 days per month may involve travel to other sites in the EMEA region.


Hours: 8am - 5pm Mon- Fri

Start: ASAP


Key responsibilities will include:

  • Work with limited supervision independently and as part of team
  • 1st through 2nd level support of IT hardware & software both onsite and remotely
  • Work as part of global support team to resolve support issues
  • Follow ITIL processes to prioritize log and track support calls within required timescales fully utilizing Service Now
  • Carry out requests and duties as directed by Manager
  • Progress projects and assist with technical and platform migrations
  • Support and maintain video conferencing equipment
  • Highlight repeat issues and potential system improvements
  • Create, maintain and update technical documentation
  • Diagnose and resolve issues on Windows and Mac devices
  • Experience with Intune and Jamf
  • Experienced with ServiceNow
  • Install, maintain and support hardware/ software including configuration, moves & changes
  • Travel to other sites/ offices – 1-2 days per month
  • Be the face of the Technology & Systems teams


Key skills and experience required

  • Degree in Information Technology, Computer science or related field
  • First-class communication, interpersonal and customer service skills and ability to liaise effectively at all levels including VIPs
  • 5+ years experience in endpoint deployment, updating, and application packaging.
  • Experience with Intune for Windows and Jamf for Mac
  • Experienced with Active Directory, Azure, Office 365, Cyber, Antivirus & Firewall
  • Experienced with ServiceNow
  • Experienced within ITIL environments – certification ideal
  • Proficient in incident management tools and processes
  • Technical certifications e.g Comptia A+, Network+ etc ideal
  • Experience working in a global organization/ environment
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Strong problem-solving and troubleshooting skills


2nd line support, 2nd level support, EUC support, Desktop support, End user support, ServiceNow, Intune, Jamf, Windows & Mac, Active Directory, Azure, O365



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