Job Title: IT Support Engineer
Location: Newark-on-Trent
Salary: £33,000 per annum
Working Hours: Full-time, 5 days a week onsite
Job Purpose We are seeking two IT Support Engineers to join our dynamic IT team based in Newark-on-Trent.
In this office-based role, you will provide 2nd line IT support to staff across all offices, with additional responsibility for 1st line IT support and administration as required.
This position offers a varied workload and the opportunity to participate in exciting IT projects.
The successful candidates will work closely with the IT Service Desk, development team, and infrastructure team to ensure a seamless IT support experience across the organization.
Key Responsibilities IT Support and Troubleshooting Provide 1st and 2nd line hands-on and remote IT support to staff, adhering to SLA thresholds.
Manage incidents, service requests, changes, and problems using the Cherwell Service Desk tool.
Troubleshoot and resolve issues escalated from 1st line service desk staff, ensuring timely resolution.
Provide basic application support and training to users on software and functionality.
Equipment Management Coordinate the ordering and distribution of desktops, laptops, monitors, peripherals, and mobile devices.
Ensure all employees have access to appropriate IT equipment, liaising with the internal IT group as needed.
Onsite and Regional Support Deliver site support to assigned regional offices, proactively improving IT systems and support frameworks.
Define stakeholder requirements and implement documented site support frameworks.
Manage and execute site-related projects, including office moves and budgetary requirements.
Service Desk Escalation and Training Act as an escalation point for the service desk, reducing ticket volume through proactive system management.
Mentor and develop 1st line support team members to enhance productivity and knowledge transfer.
Collaborate with the service desk to provide feedback on support calls and ongoing issues.
Process Improvement and Documentation Contribute to problem management and document solutions to enhance team efficiency.
Identify repetitive tasks and propose solutions for automation or improved processes.
Update systems and documentation to enable quicker resolution of incidents by the 1st/2nd line teams.
Personal Specification Required Skills and Experience Minimum 2 years of experience in an IT support role.
Proven experience in a 2nd line IT support position.
Proficiency with Windows 10/11 in a corporate environment.
Experience with PC imaging software, including Windows Deployment Server or Microsoft Deployment Toolkit.
Familiarity with Apple iPhone/iPad products.
Clear, concise, and professional communication skills, both verbal and written.
Desirable Qualifications ITIL certification.
Experience in mentoring junior team members.
Knowledge of automation tools and techniques for efficiency improvements.
Key Attributes Proactive problem solver with a detail-oriented mindset.
Strong team player with a customer-focused approach.
Ability to manage workloads effectively and meet deadlines.
What We Offer A collaborative and supportive working environment.
Opportunities to work on exciting IT projects and develop your skills.
Competitive salary and benefits package.
Join a growing IT team and make a meaningful impact by supporting and enhancing our IT infrastructure.