Senior IT Support Engineer

Bowdon Associates Limited; Chorley; On-site; GBP 32,000 - 40,000; Full time

Job summary

A growing IT support company is seeking a Senior IT Support Engineer to provide 2nd/3rd line technical support across the UK. The role requires strong problem-solving, interpersonal skills, and a solid understanding of ITIL practices. Key responsibilities include supporting clients, training team members, and maintaining high customer service standards. The position offers competitive benefits and opportunities for career progression.

Benefits

Healthcare

Career progression opportunities

Qualifications

• Three years of equivalent work experience in IT Support.
• Strong understanding of ITIL best practices.
• Comfortable working alone or as part of a team.

Responsibilities

• Provide 2nd/3rd line technical support via phone or email.
• Record all incidents and update through the ITSM system.
• Train and mentor the 1st line team.

Skills

Excellent problem-solving skills

Strong interpersonal skills

Organisational skills

Ability to work under pressure

Driven to learn new tech

Tools

Microsoft Windows

Windows Server

Active Directory

Microsoft 365 Administration

Microsoft Azure

Job description

Overview

Job Title: Senior IT Support Engineer

Location: Chorley

Salary: £32,000 - £40,000

We have an exciting opportunity for a Senior IT Support Engineer / 3rd Line Support Engineer to join a growing, friendly and dynamic support team providing remote support to businesses across the UK.

Responsibilities

• Provide 2nd/3rd line technical support across the customer base via phone or email.
• Record and update all incidents and problems through the company\'s ITSM system.
• Take ownership of all support tickets whilst adhering to first response and fix SLAs as part of the support procedure.
• Communicate effectively to ensure swift resolution at both technical and end-user levels.
• Maintain elevated levels of customer service for all support queries.
• Maintain accurate resolution documentation in knowledge base repositories.
• Train and mentor the 1st line team to build up their knowledge.
• Liaise with 3rd-party solution providers and develop excellent working relationships.
• Proactively participate in planning and delivery of projects, remaining adaptable to project needs.
• Attend customer sites for repairs/new installations of equipment such as firewalls, servers, and workstations.

Person Specification

• Comfortable working as part of a team and on their own using their own initiative.
• Three years of equivalent work experience within an IT Support / Managed Service Provider environment.
• Ability to remain calm under pressure.
• Excellent problem-solving skills with a logical, methodical approach to identify root cause and implement controlled changes.
• Strong interpersonal skills enabling good verbal and written communication.
• Strong organisational skills with the ability to manage and prioritise multiple tasks simultaneously.
• Flexible approach to travel and projects undertaken.
• Driven to learn new tech and self-improve.
• Strong understanding of ITIL best practice and frameworks.

Technical Skills - Essential

• Microsoft Windows
• Strong working knowledge of Windows Server Environments
• DNS and DHCP
• Deep working knowledge of Active Directory etc.
• Continuous improvement work
• Desktop OS, Windows 7/8/10/11
• Remote Desktop Services experience such as VDI
• Experience of migrations
• Good understanding of network infrastructure
• Design and implementation of server infrastructure + upgrade experience
• Microsoft 365 administration and new tenant provision and setup
• Google Workspace
• Microsoft Azure
• Familiarity with Firewalls, configuration and installation

Desirable

• Familiarity with Autotask PSA, RMM
• Knowledge of ESET Anti-Malware solutions
Macintosh support and deployment
• Familiarity with Fortinet Firewalls
• Strong working Knowledge of ESET technologies

Benefits

• Healthcare
• Career progression opportunities

A full driving licence is required to be able to travel to customer sites as required.

Keywords: 2ndLine IT Support, 3rdLine IT Support, IT Support Engineer, Senior IT Support Engineer

Bowdon Associates is a member of the Guild of Quality Employment Agencies and has agreed to adopt the compliance and recruitment standards that form the basis of their code of conduct. A quality, transparent and responsible recruitment agency committed to raising the industry standards