This is an onsite (Cheltenham, Gloucestershire) role.
Not Hybrid or remote.
As a 2nd Line Support Engineer, you will play a crucial role in providing escalated technical support and ensuring the seamless functioning of our IT service.
Your responsibilities will encompass resolving complex technical issues, providing hands-on assistance to end-users, and actively contributing to the overall efficiency of our IT systems.
Main Duties/Responsibilities/Accountabilities: 1.
End-User Support: Provide responsive and hands-on support to end-users, addressing escalated technical issues promptly.
Troubleshoot and resolve hardware, software, and network challenges to ensure operational efficiency.
2.
Advanced Trouble Shooting: Conduct in-depth technical analysis and troubleshooting to resolve complex issues efficiently.
Collaborate with 1st Line Support to provide effective solutions and share knowledge for continuous improvement.
3.
Incident Management: Take ownership of escalated incidents, ensuring timely resolution and keeping stakeholders informed.
Implement preventive measures to minimise recurring issues and improve overall system reliability.
4.
Collaboration & Training: Provide training and guidance to 1st Line Support to enhance their technical skills and issue resolution capabilities.
Collaborate with cross-functional teams to share insights and contribute to the development of IT support strategies.
5.
Documentation: Create and maintain comprehensive documentation for issue resolutions, troubleshooting steps, and best practices.
Contribute to the knowledge base to empower the support team and streamline future incident resolutions.
6.
Security & Compliance: Adhere to security measures and assist in the enforcement of policies to safeguard IT infrastructure.
Collaborate with the cybersecurity team to ensure compliance with industry standards.
Additional Capabilities: Hardware and Software Management Manage the procurement, installation, and maintenance of hardware and software for end-users.
User Training Develop and deliver user training programs to enhance end-user knowledge and promote efficient system usage.
Communication Communicate technical information effectively to both technical and non-technical stakeholders.
Provide regular updates and reports on the status of escalated incidents and overall support performance.
Preferred Skills: Proven experience in a 2nd Line Support role or similar.
Proficient in Windows operating systems, Microsoft Office Suite, and general desktop support.
Strong problem-solving skills, technical acumen, and excellent communication abilities.
Familiarity with ITIL framework.
Knowledge of Cyber Security best practices.
Technologies: Microsoft Windows 10/11 and MacOS clients Microsoft Server 2019/2022 on VMWare ESX HPE networking and storage arrays Microsoft 365 services Mobile Device Management Exchange Administration Vulnerability Management