Senior Support Engineer

ZipRecruiter; Luton; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company is seeking a full-time Senior Support Engineer to join their Service Delivery team. The role involves providing second-line technical support, collaborating with teams across multiple campuses, and enhancing IT support services. Ideal candidates will possess strong troubleshooting skills, relevant qualifications, and the ability to work independently and as part of a team. The position offers opportunities for upskilling and various employee benefits.

Benefits

Discounts

Cycle-to-work scheme

Free parking

Pension

Holiday scheme

Christmas time off

Early Friday finishes

Qualifications

• Relevant qualifications and prior experience in a similar role required.
• Strong troubleshooting skills at a second-line level.

Responsibilities

• Diagnose and resolve software and hardware incidents.
• Assist users with logged IT incidents, resolving service requests within SLA.
• Support ITIL ITSM process implementation.

Skills

Troubleshooting

Communication

Time Management

Education

HNC / HND / Degree in IT

ITIL Foundation Certificate

Tools

Microsoft Configuration Manager

Azure AD

Intune

SCCM

Job description

Job Description

We are seeking a full-time Senior Support Engineer to join our Service Delivery team.

The ideal candidate will be qualified and experienced, working within our IT & Systems team across campuses in Watford, Luton, and Hemel Hempstead.

You will collaborate with a team to provide technical support for curriculum implementation and business operations. Strong troubleshooting skills at a second-line level, along with hands-on experience in installing, configuring, and resolving hardware and software issues, are essential.

You should be confident in diagnosing problems, evaluating situations, and devising effective solutions.

This role requires the ability to work independently and as part of a team, with good communication and time management skills. Relevant qualifications and prior experience in a similar role are required.

Qualifications/Expertise required:

• HNC / HND / Degree / professional technical qualification in a technical IT-related subject
• ITIL Foundation Certificate
• Microsoft Configuration Manager
• Azure AD and Intune

Technical skills: Knowledge of Windows 11, MacOS, IOS/Android devices, multifunction printers, Active Directory, networking, SCCM, and Intune Deployment/Reporting.

Non-technical skills: Working knowledge of ITIL processes for Incident, Problem, and Change management, Hardware Asset management, and service desk applications.

We offer a supportive team environment, opportunities for upskilling, and benefits including discounts, cycle-to-work scheme, free parking, pension, holiday scheme, Christmas time off, and early Friday finishes.

Main Purpose of Job

To deliver day-to-day IT Business as Usual (BAU) support services and assist the IT Service Delivery Manager in enhancing WHC Group IT support services. The Senior Support Technician provides second-line support for staff and students, resolving complex hardware, software, and network issues, ensuring customer satisfaction and continuous service delivery.

Duties and Responsibilities

1. Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and core business applications.
2. Assist users with logged IT incidents, resolving service requests within SLA.
3. Manage major incidents, implement permanent fixes, and complete root cause analysis documents within 7 days.
4. Record, update, and document service requests, problems, and change requests using the ITSM system.
5. Support ITIL ITSM process implementation and participate in the Technical Change Board.
6. Mentor IT Support Engineers and manage call queues for timely request resolution.
7. Collaborate with the Service Delivery Manager to develop the Skills matrix and ensure proper training.
8. Lead projects when required, updating the skills matrix and training colleagues accordingly.
9. Deputise for the IT Service Delivery Manager as needed.
10. Support site activities, including exams, maintaining high customer service standards.
11. Encourage innovative thinking and process automation using SCCM, PowerShell, and other tools.
12. Maintain excellent communication skills for effective interaction with technical and non-technical colleagues.
13. Work flexibly across campuses, including out-of-hours rota participation.

General and College Responsibilities

• Participate in site-wide activities, including duty rotas, events, and activities.
• Engage in training and team development, undertaking CPD to stay current with industry trends.
• Follow health and safety policies, contributing to a safe working environment.
• Promote equality and safeguarding principles in employment and service delivery.
• Undertake additional duties or projects as assigned by management.

Connect2Employment is an equal opportunities agency, encouraging applications from all qualified candidates.