Senior IT Support Engineer

Job Description

THE BASICSI am delighted to be partnering one of the region’s leading and quickly growing wealth management advisors in the search for a Senior Support IT EngineerSalary:£30,000Location: Doxford Park, Tyne & WearFlexible / Hybrid working: No. this role requires you to be on site.Working Hours: 37.5 hours per week, Monday – Friday 08:30-17:00 or 09:00-17:30Holidays:25 days plus bank holidaysDAY TO DAY RESPONSIBILITIESI am currently looking for a engineer comfortable supporting over 2nd and 3rd line technical support who is keen to start to make the move into a senior / lead position.You will be seen as a senior figure on the team bringing a degree of experience and comfortable to provide mentoring to younger team members and at times taking on further responsibilities in the absence of the team leadThis role offers professional growth, exposure to diverse technologies, and a chance to excel in a dynamic team.

• Sorting and assessing new incidents via phone, email, Microsoft Teams, and our help desk system.
• Managing incident queues efficiently.
• Fixing technical issues at the 2nd and 3rd support levels.
• Guiding and mentoring 1st and 2nd line support engineers.
• Providing user support through phone, email, Microsoft Teams, and our help desk system.
• Meeting SLAs while achieving strong first-time resolution rates.
• Recording hardware details precisely in our Asset Management System.
• Making approved live changes to data and software safely.
• Mentoring internal and external users on technical and business matters.
• Taking charge of incidents and requests, escalating when needed.
• Offering technical escalation support to lower-tier engineers.
• Acting as a deputy to the IT Support Team Leader when required.

YOUR SKILLS & EXPERIENCEIdeally you will have 12 months experience in a similar Service Desk role you will be looking to move in order to take on an extra degree of leadership responsibilityTo be suitable for the role you will:

• Providing first point contact support to our users and maintaining excellent customer service via phone, email, Microsoft Teams, and our help desk system
• Work across first time fixes and resolving technical issues at a 2nd and 3rd line with occasional support as needed

• Have a competent understanding of working in a Microsoft 365 environment with an interest in upskilling into Azure Cloud.

• Comfortable operating as a point of escalation with an ability to mentor and lead by example junior members of the team
• Happy with occasional remote work from our offices across the UK
• Be confident, able to take ownership and lead the team as required, acting as the ‘second in line’ and capable of covering the team lead when absent.
• Comfortable working in a fast-paced environment, with a ‘can do’ attitude.
• Able to make decisions.
• ITIL aware and familiar around security issues.

If youre seeking a dynamic role that combines tech savvy with leadership opportunities, this could be your perfect match.