2nd Line Engineer

context recruitment; Sheffield; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

An established industry player is searching for a proactive 2nd Line Engineer to enhance their IT department. This role is pivotal in providing high-level technical support, diagnosing issues, and ensuring seamless operations across various hardware and software platforms. With a focus on collaboration and effective communication, you'll support both 1st and 2nd line teams while managing workflows through an ITSM system. This is a fantastic opportunity for those looking to make a significant impact in a dynamic environment while enjoying a balanced work schedule with a mix of onsite and remote work.

Qualifications

• Experience with ITSM systems and technical support.
• Proficiency in Windows OS, Active Directory, and Office 365.

Responsibilities

• Provide end-user support to VIPs and users via multiple channels.
• Conduct technical investigations and manage workflow through ITSM.

Skills

Problem-solving

Customer service

Communication

Active Directory

Windows Operating Systems

Office 365

Networking concepts

ITSM systems

Education

Microsoft certifications

Tools

ServiceNow

Endpoint Manager

SIP/VOIP telephony

Video conference systems

Job description

2nd Line Engineer - Sheffield (4 days per week onsite, 1 day per week WFH)

Up to £40,000 PA

IT department within a leading construction engineering business seeking a highly proactive and analytical 2nd Line Engineer to join them on a permanent basis.

You will be responsible for logging, diagnosing, and resolving issues with various hardware and software packages. This role involves providing technical support to 1st line IT support technicians, other IT functions, and external vendors, ensuring continuous high-level support across the business.

Key Responsibilities:

1. Provide end-user support to VIPs and users via telephone, remote support, email, and face-to-face.
2. Prioritise and manage workflow through the ITSM system (ServiceNow).
3. Conduct on-site technical investigations and escalate issues to ensure timely resolution.
4. Collaborate with IT team members and support 1st and 2nd line IT teams.
5. Install, update, maintain, and support various software packages and hardware.
6. Perform Active Directory administration and deploy software via Endpoint Manager.
7. Support SIP/VOIP telephony and video conference systems.
8. Configure and support iOS/Android mobile devices and 4G/5G dongles.
9. Assist with IT projects and maintain technical documentation.

Qualifications and Skills:

1. Microsoft certifications (desired).
2. Experience with ITSM systems.
3. Proficiency in Windows Operating Systems, Active Directory, Office 365, and Microsoft Teams.
4. Understanding of anti-virus products, web gateway filtering, and networking concepts.
5. Strong communication, problem-solving, and customer service skills.
6. Ability to work under pressure and prioritize tasks effectively.