2nd Line IT Support Engineer

Broster Buchanan is proud to be representing a financial client based in Northampton, who are recruiting for a 2nd Line IT Support Engineer to join their expanding brand. The ideal candidate will be the technical lead for Desktop engineering and support and expected to provide the daily technical support of the server and network environments and to own any necessary escalations to relevant 3rd party support companies. The salary for this role is between £30k and £42k and you will be expected to own resolution of tickets escalated from the Service Desk.

Main Accountabilities,

• To provide a technical and functional escalation for the 1st Line analysts
• To ensure the speedy resolution of incidents
• To participate in the root cause analysis, and resolution of problems
• Participate in the development and implementation of a process of Continuous Service Improvement.
• To play an active role in identifying improvement opportunities and ensuring that these are communicated to the Service Desk Team leader and / Service Delivery Manager as appropriate.
• Own and deliver the Desktop Engineering & Support
• Provide day-to-day support of the server and network infrastructure
• Provide day-to-day support of infrastructure application services such as Active Directory, File & Print services and email.
• Provide efficient and effective escalation path from the 1st line support team
• Act as a ‘bridge’ between 1st and 3rd line teams
• Adhere to all operating procedures of the IT Service Desk specifically and the IT department generally.
• Actively assist in delivering a ‘fit for purpose’ service support function

Essential knowledge and expertise

• Minimum of five years’ experience supporting the desktop environment of both local and remote users in a demanding environment
• Experience of root cause analysis as part of Problem Management
• Understanding of process improvement including Incident and Problem Management
• Good experience of supporting Active Directory and Access Management
• Experience of remote desktop technologies (e.g Autotask, RDP, TeamViewer)
• Experience of anti-virus solutions (e.g Kaspersky, MacAfee EPO)
• Experience of working to SLA’s
• Demonstrable PC hardware skills and knowledge, including Wi-Fi support
• At least 2 years’ experience of configuring and supporting desktop hardware
• Experience of Microsoft Office suite 2003/2007/2010
• MS Windows 7, 8, 10 troubleshooting/support
• Solid experience solving desktop and server problems
• Previous experience of automated desktop build technologies
• Solid understanding of supporting Microsoft Active Directory, including GPO
• Solid understanding of Email, Exchange and ActiveSync Support

For further details on this exciting 2nd Line support role, please get in touch with an updated CV.