1st/2nd Line Support Engineer

Job Description

We currently have an exciting opportunity to join our team as a 1st/2nd Line Support Engineer based at Rotherham. Joining us on a full-time, permanent basis, you will receive a competitive salary of £20,000 - £25,000 per annum.Please notethis post has been designated as an Essential Car User. A Full UK Driver’s license and access to a vehicle are essential. The vehicle must be insured for business use and have a current MOT certificate.Action Housing is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees, volunteers and agency workers to share this commitment.The 1st/2nd Line Support Engineer is responsible for assisting the IT Manager in delivering a first class support serve to the employees of Action Housing & Support. Acting primarily in a 1st line support capacity, you will be resolving issues in person, over the phone or via remote connectivity. The role is varied and requires a real team player who has the ability to manage their time efficiently and prioritise or escalate technical issues to ensure a prompt closure.Responsibilities as our1st/2nd Line Support Engineer will include:- Daily monitoring of the IT support logging system- Logging all support calls in the system- Providing 1st line technical support, responding to support queries across all six of Action’s sites- Maintaining a high degree of customer service when responding to support issues- Taking ownership of support issues and seek closure ensuring all relevant support procedures are followed- Escalation of more complex calls to the IT Manager- Installation configuration and deployment of new and existing hardware in line with defined procedures- Monthly reporting of key support issues and trends identified in the IT system- Assisting the IT Manager towards delivering services in line with meeting all of the Information Technology needs and supporting the business objectives of Action Housing and Support Ltd- Adhering to the principles of ITIL Framework at all times- Assisting in project implementation, expansion/changes to the IT infrastructure, and assisting with the delivery of services as required- Assisting in maintaining a high level of security of IT systems, equipment and data in accordance with an Information Security Manual- Assisting in ensuring that the businesses critical data is secure, backed up, data is classified and that data retention policies are upheld- Assisting in ensuring that the business complies with UK GDPR and Data Protection legislation at all times- Undertaking such other duties allocated by the IT Manager commensurate with the level of the post- Any other duties, which may from time to time, be delegated by the IT Manager relevant to the postWhat we’re looking for in our1st/2nd Line Support Engineer:Essential:- Proven experience in a similar IT support role with end user facing responsibilities- Previous experience of a call logging system and remote support tools- Solid understanding of IT principles TCP/IP, DNS, Exchange- Strong knowledge of Microsoft products and operating system- Knowledge of, or strong desire to learn Microsoft Cloud technologies. (Azure AD, SAML2, InTune, Autopilot, SharePoint, OneDrive, Hello)- A good understanding of server environments and operating system- Knowledge of MS Windows (Win10)- Educated to GCSE level or equivalent experience with a minimum of GCSE English and Mathematics Grade A-C (or equivalent)- Ability to adapt and learn to new IT systems- Excellent communication skills particularly communication via phone or e-mail- Good organisational skills, the ability to work flexibly, on your own initiative and to prioritise workload- The ability to be flexible and cooperative as part of a team- Commitment to working within Action’s core Vision, Values and Mission- Ability to work with a wide range of people effectively- Personal resilience and be skilled at working in challenging and frustrating situationsDesirable:- Previous 1st line support experience or equivalent- Microsoft Applications Portfolio- Sophos Central- Office 365 Admin Portals- Atlassain Confluence / Jira- EXSi- UniFi Networks- API calls- A flexible approach and an ability to change direction with minimum disruption/impact on othersIf you feel you have the skills and experience to join us as our 1st/2nd Line Support Engineer, then please click apply now! We’d love to hear from you.This role will be subject to an enhanced DBS check.