Senior IT Engineer

Planet Recruitment; Cambridge; On-site; GBP 32,000 - 42,000; Full time

Job summary

A recruitment agency is seeking a Senior IT Support Engineer to provide 2nd line support to clients in Cambridge. The ideal candidate will have at least 3 years of experience in IT support, a strong knowledge of Microsoft 365 and Windows, and excellent communication skills. Responsibilities include troubleshooting issues, managing support tickets, and providing exceptional customer service. This role offers a competitive salary and various benefits including professional development opportunities.

Benefits

31 days of annual leave

Private Medical plan

Company pension scheme

Personal Development Plan

Qualifications

• UK resident living within a 1 hour commute from Cambridge.
• 3 Years minimum experience in IT support.
• Full UK Driving License required.
• Strong problem-solving skills.
• Passion for learning.

Responsibilities

• Provide 2nd Line support for Microsoft 365 and Windows.
• Remotely troubleshoot hardware and network problems.
• Manage escalated support tickets for customer satisfaction.
• Assist in onboarding new users.
• Support Office 365 applications.
• Deliver exceptional customer service.
• Perform site visits to customer locations.

Skills

Experience in IT support (2nd/3rd Line)

Strong knowledge of Microsoft 365 and Windows

Ability to troubleshoot desktop and network issues

Fluent in spoken and written English

Strong communication skills

Tools

Ticketing systems (e.g. ServiceNow, Freshdesk, Zendesk)

Job description

Overview

Role: Senior IT Support Engineer

Location: Cambridge

Salary: 32k-42k

Benefits

• Great work environment and supportive team
• Competitive salary
• 31 days of annual leave (including 8 bank and public holidays)
• Holiday Loyalty Scheme (additional holiday entitlement increases with time served, starting at your first anniversary and then every second year)
• Private Medical plan
• Company pension scheme
• Birthday treats and recognition
• Personal Development Plan (Technical Mastery Programme) - We invest in training, certifications and mentorship to support your career growth

Primary Purpose

As a Senior IT Support Engineer (2nd Line), you\'ll be the go-to expert for resolving technical issues, ensuring our customers stay productive and stress-free. Your expertise in Microsoft 365, Windows, and desktop support will be crucial in keeping our systems running smoothly.

Must

• You must be a UK resident and reside within a 1 hour commute from the Cambridge office
• 3 Years minimum experience in IT support, ideally in a (2nd/3rd Line) Role
• Full UK Driving License
• Must qualify for DBS (Disclosure and Barring Service) Certification - we will pay for the certification
• Strong knowledge of Microsoft 365, Windows 10/11 and Active Directory
• Ability to troubleshoot and resolve desktop, network and application issues
• Familiarity with ticketing systems (e.g. ServiceNow, Freshdesk, Zendesk)
• Excellent problem-solving skills and a logical mindset
• Strong communication skills- ability to explain tech to non-tech people. As we work in schools you must be fluent in spoken and written English
• Passion for learning and professional growth

Key Responsibilities

• Provide 2nd Line support for Microsoft 365, Windows, and desktop-related issues
• Remotely troubleshoot hardware, software, and network problems effectively
• Manage and resolve escalated support tickets, ensuring customer satisfaction
• Assist in onboarding new users, including setting up accounts and devices
• Support Office 365 applications, including Teams, SharePoint and Exchange
• Maintain and update IT documentation
• Work closely with senior engineers and IT managers on infrastructure improvements
• Deliver exceptional customer service, keeping non-technical users confident and informed
• Perform site visits to our customer sites. We have a great balance between time in the office and visits to customers

EEO & Privacy

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application; if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person\'s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.