2nd Line IT Support Engineer

Norwood Ravenswood; London; On-site; GBP 32,000 - 37,000; Full time

Job summary

Norwood seeks an experienced 2nd Line IT Support Engineer to provide 1st and 2nd line support in London and Berkshire. The ideal candidate will have robust expertise in Windows Server, desktop support, and troubleshooting skills, facilitating swift issue resolution in a supportive environment dedicated to empowering neurodiverse individuals.

Benefits

Tailored training and career development

Supportive working environment

Qualifications

• Extensive experience in Windows Server and Desktop focused IT support.
• Previous experience in a similar role with good application and network support.
• Knowledge of network connectivity and protocols.

Responsibilities

• Resolving day-to-day IT issues and troubleshooting software and equipment.
• Managing and maintaining computer hardware and software issues.
• Liaising with internal and external technical support.

Skills

Windows Server 2016/2019

Office 365

Microsoft Exchange

Active Directory

Group Policy

Networking

Troubleshooting

Customer Service

Job description

Location: Based in Stanmore/Berkshire - onsite

Salary: £32,868 - £36,519 per annum, depending on experience.

Job Level: 5B

We're seeking an experienced 2nd LineIT Support Engineer to workaspartofateamin providing 1st and 2nd lineremoteandon-site supporttotheservicesacrossLondon and a site in Berkshire.TheidealcandidatewillhaveextensiveexperienceinWindowsServerandDesktopfocusedITsupport. The position will be responsible for resolving day-to-day IT issues, maintaining, monitoring and troubleshooting a range of software and equipment across our network. You will have strong expertise and the ability to provide rapid solutions, workingflexiblyinresolvingandfurtherinvestigatingpossibleescalations.

About Norwood:

Founded in 1795, Norwood is the oldest Jewish charity in the UK, and has been privileged to receive Royal Patronage since 1815. We support and empower neurodiverse children and their families and people with neurodevelopmental disabilities to live their best lives.

Norwood works with local authorities, to deliver wide-ranging services including residential and supported living accommodation and short-breaks facilities, as well as a range of support groups aimed at the whole family, not just the individual.

Main duties and responsibilities:

• Managingandmaintainingcomputerhardwareandsoftwareissuesfromloggingtoresolution,toensurehighlevelsofavailabilityofthesupportedbusiness applications.
• Liaisinginternallyandexternallywithtechnicalsupportcompaniesandsuppliersandworkingalongsidethe IT Manager and Application Support team, the role of 2nd Line IT Support Engineerwillinvolvethe followingtasks:
• UsingtheHelpdeskticketloggingsystemtofacilitateDesktop/RemoteSupport.
• LiaisingwithSupportCompanies to get issues fixed.
• Configuring, installingandsupportinganyclienthardwareandsoftware.
• Configuring, installing andsupportingmobiledevicesandinternalphonesystems.
• Assisting with new user desk setups, desk moves and associated cabling.
• Processing new andleaver’saccounts.
• MaintainingAssetregisterofallITequipment.
• Managing,assessing,andreportingonprojectactivitiestomeetdeadlines.
• Focusonsolvingcustomer’sproblems,strivingtounderstand their needs.
• BeawareofthekeyITandcyberrisks,proactivelyoperatingtominimisetheseriskswithintheremitoftherole,actingquicklytonotifyofanypotentialor identifiedITrisksthroughtheappropriate incidentsandescalationsprocess
• Maintaining end-user computing solutions including physicaldesktops,mobiledevices(laptops,tablets,smartphones),printers,andend-devicesecurityincludingremote accesstechnologies.
• To be a car driver and have access to a car during office hours and willing to drive between locations.

Essential technical skills:

• WindowsServer2016/2019
• Office365andtheMSOfficeSuite
• MicrosoftExchange,Teams,OneDrive,SharePoint
• ActiveDirectory
• GroupPolicy,DNS,DHCP
• DesktopDeploymentServices
• Networking(Switching/VLANs/Routing/Firewalls–CiscoandHPpreferable)
• EmailandWebFilteringSystems
• ManagedAntivirus
• EnterpriseWirelessadministration
• PrinterManagement

Person specification:

• Previous experience in a similar role with a good level of application and network support.
• Knowledge of network connectivity, protocols, network security devices, network types, and wireless.
• Able to handle multiple competing priorities whilst possessing a high level of discipline, professionalism, and flexibility.
• Robust troubleshooting and strong analytical skills.
• Exceptional written and oral communication skills.
• Active Directory & Windows Server 2019 experience.
• Comfortable driving to multiple locations out of London for site visits.
• Proven experience demonstrating the principles of excellent customer service.
• High degree of personal integrity with a commitment to confidentiality.
• Ability to work effectively on your own and giving valuable feedback to rest of team.
• A team player with attention to detail.
• Self-motivated attitude.
• Exceptional timekeeping skills.

1st stage - 20 minute screening call with the Hiring Manager via MS Teams

2nd stage - on-site interview with the Hiring Manager and another representative from the Finance & IT team

If you're ready to embark on a rewarding journey where every day brings new challenges and opportunities to make a difference, apply now to become our newest 2nd Line Support Engineer!

If you are interested in this role, please apply and our Recruitment Team will be in touch.

We reserve the right to close this advertisement early if we receive a high volume of suitable applications.

Due to the high number of candidates who apply to our roles at Norwood, please note we can only provide feedback following an interview, if shortlisted.

We actively celebrate everyone's different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.

We are a kind and compassionate community. Empowerment and respect are at the heart of everything we do and believe in at Norwood.

If you are positive and resilient and a force for good, we are for you!

We strive for excellence and to make a real difference to the lives of the people we support. Our team is one of our biggest assets.

We nurture a supportive environment for our people, with tailored training and career development at all levels.

We reserve the right to close this advertisement early if we receive a high volume of suitable applications.

We actively celebrate everyones different abilities, sexual orientation, ethnicity, faith, and gender.

Everyone is welcome and supported in their development at all stages in their journey with us.