2nd Line IT Support Engineer | SLA-Driven Specialist

People First; Epsom; Híbrido; GBP 32.000 - 43.000; Jornada completa

Descripción de la vacante

People First in Epsom, United Kingdom, is seeking a capable 2nd Line IT Support specialist to provide frontline IT assistance, troubleshoot incidents, and maintain IT services within SLAs. You will work with O365, AD, Exchange and VMware, documenting issues and contributing to knowledge base articles.

The role emphasizes teamwork, clear communication, and adherence to ITIL processes, with potential progression in a busy service desk environment.

Formación

• Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment.
• Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade.
• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably).

Responsabilidades

• Providing IT support to end users, initial response and analysis on incidents, and follow‑through resolution.
• Handle requests and changes via telephone, e‑mail, and ticketing to meet SLAs.
• Prioritise incidents, service requests and problems and adjust based on the situation.
• Document all end user details and provide regular updates.
• Operate and maintain IT estate including workstations, servers, MDM, O365, SaaS and on prem apps.
• Create knowledge base articles and post‑incident communications.
• Collaborate with IT teams and participate in security and patching activities.

Conocimientos

2nd Line Support

O365

SaaS

MDM

Active Directory

Exchange

Microsoft 365

GPO

Networking basics

VMware

Communication

Herramientas

RMM tools

VMware

Exchange Admin

Office 365 admin

Descripción del empleo

People First in Epsom, United Kingdom, is seeking a capable 2nd Line IT Support specialist to provide frontline IT assistance, troubleshoot incidents, and maintain IT services within SLAs. You will work with O365, AD, Exchange and VMware, documenting issues and contributing to knowledge base articles.

The role emphasizes teamwork, clear communication, and adherence to ITIL processes, with potential progression in a busy service desk environment.