IT Support Engineer 1st / 2nd Line Support
Luton – On site Monday – Friday 9am – 5:30pm (on-call rota)
£30,000 per annum
1st / 2nd Line Support Engineer required for leading client based in Luton to be the first point of contact for IT incidents, requests and service-related issues, providing both technical support and troubleshooting expertise in a fast-paced, ITIL driven environment.
In addition, you will liaise with all members of the IT department to ensure that tasks that cannot be personally completed are escalated to the appropriate party, with a view to ensuring the swift resolution of faults.
Key Responsibilities and Skills Act as the first point of contact for IT support, logging and managing incidents using ITSM tools and ensuring accurate prioritisation and resolution within SLA timeframes.
Provide remote support for hardware, software, and networking issues, while escalating unresolved problems to appropriate teams and maintaining clear communication and follow-ups.
Monitor critical systems, perform daily checks, and take proactive steps to prevent potential issues through routine inspections and performance monitoring.
Support Microsoft Office 365, Active Directory, Microsoft Exchange, and standard desktop applications (e.g., MS Office, Teams, SharePoint).
Install, configure, and set up workstations, mobile devices, and other IT equipment.
Maintain and update knowledge base articles and internal documentation to improve support processes and efficiency.
Deliver basic IT training to enhance user knowledge and productivity.
Demonstrate knowledge of ITIL processes (e.g., Incident, Service Request, and Knowledge Management) and basic networking concepts, hardware troubleshooting, and operating systems (Windows, macOS, Linux).
Exhibit strong organisational, problem-solving, and prioritisation skills, working independently or collaboratively in a team.
Communicate effectively with end-users at all levels, ensuring a customer-service-focused approach.
Interested?
Please submit your updated CV to Emma Siwicki at Crimson or immediate consideration.
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Crimson is acting as an employment agency regarding this vacancy