IT Support Engineer 2nd Line

Job Description

Role Introduction The IT Support Engineers team handle break/fix, configuration issues, troubleshooting, software installations and hardware repair (including in-house repair and coordinating 3rd party services). The IT Support Engineer will ensure all systems and relatedapplications and infrastructure are supported and maintained to industry best practice and agreed standards. What You Will Do

• Systems maintenance and management- Ensuring all systems and hardware under Group IT support are being maintained in line with thresholds regularly, such as Windows updates, system restarts, HA failovers and general housekeeping.
• System stability, availability improvements and housekeeping- Responsible for ensuring system are running stable and responsibly and formulate recommendations for improvements to the current systems and solutions to improve service availability.E.g.buildingscripts to automateprocesses, reducing resource threshold where underused, altering Nagios to allow superior detection of issues.
• Escalations for L1 Provide diagnostic and specialist care of any issues that cannot be resolved by the Level 1 Team.Together withescalatingsupport and system issues up to 3rd line wherenecessarywith prompt and effective delivery
• On Site Support Accountable foronsitesupport at respective offices around the UK.Includingall aspectsofendUsercomputing,server roomMaintenance andpatching, Servers andvirtualinfrastructures
• WorkClosely with theTechnical ProjectsteamandIT Managementon othertasks andprojectsasrequired to support wider business plans and initiatives

What You Will Have As an IT Support Engineer, you will be -

• Self-motivated individual with the ability to work with tickets and triaging support cases within an SLA driven environment, capability to problem solve whilst managing multiple tasks in a busy ITIL aligned service desk environment
• A friendly, engaging and professionaldemeanorwithgoodcommunicationskills (bothverbal and written), able to operate at all levels and articulate messages to a variety of different audiences
• Experience in supporting Windows Desktop Operating Systems and Office365 applications, including deployment and configuration
• Experience insupportingMicrosoft Windows Servers,Networking, Active Directory Servicesandassociatedservicesincludingpatching,maintaining, andadministeringroles/features
• Experience in Implementing and Monitoring Backup systems (i.e. BackupExec, DPM, ArcServe)
• Experience in Microsoft Hyper-V Virtualisation technologies
• Experience using and supporting Desktop Applications: MS Office, Teams, Skype, Sharepoint, Onedrive etc
• Keen willingness to provide support to the wider Technical teamon other tasks as required to support the business needs and initiatives.

What We Do For You

• Generous Annual Leave 25 days, plus public holidays, with the possibility to buy additional days
• Summer Fridays!Every Friday afternoon off throughout July and August 2022 (or equivalent time in the week)
• Life Insurance 4x times annual salary
• Top Achievers Club Our yearly VIP trip includes flights, transfers and accommodation to recognise excellence in our employees
• 65% Internal Mobility Committed to the development & growth of our people
• Advanced Perks At WorkExclusive employee discounts & benefits portal
• Charity FundraisingProud to be a Patron of The Princes Trust; every employee is entitled to one day of volunteering each year
• Pension Scheme - Up to 5% matched contribution

Who We Are We are one the UKs largest tech companies, and our products sit at the heart of some of the countrys best-known businesses. Weve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core. Find out more about the next steps once youve applied