1st/2nd Line Support Engineer

Posted 19 July 2022
Salary £20000 - £25000 per annum
Job type Permanent
DisciplineInfrastructure ​
Contact NameMorgan Lingard

Job description

1st/2nd Line Support Engineer
£20,000 - £25,000 + Excellent Benefits

Digital Waffle is working in partnership with an award-winning law firm. This is a fantastic opportunity for an enthusiastic 1st/2nd Line Support Engineer who is looking to progress their careers. 

You will be based in Birmingham City Centre, but will also travel to offices in Solihull and Ward End on a regular basis; occasional working from home is possible. Some evening and weekend overtime may be required.

What will your job look like?
  • Recording and resolving Helpdesk queries either in person, by telephone, or via remote equipment control.
  • Troubleshooting and resolving hardware, software, and systems-based issues either alone or with the assistance of the IT Manager.
  • Assisting in managing the deployment, maintenance, development, upgrade and support of all IT systems, including servers, PCs, operating systems, hardware, software and peripherals, and telephone systems.
  • Day-to-day monitoring and updating of the Helpdesk system including escalation of tickets where necessary to the IT Manager or third-party support companies.
  • Logging calls with third-party support companies and assisting these companies when required.
  • Set up and install new PC hardware/software, using departmental procedures and standards.
  • Responding to all issue ensuring that Helpdesk ticket SLAs are met and targets maintained.
  • Document support cases and assist with testing and documentation.
  • Perform such other tasks as are consistent with the general description and in support of the IT Manager.
We’re looking for someone with at least 1-2 years in a similar role, with strong problem-solving abilities and a logical approach to problems. 

You should have experience with Windows XP, Windows 7, and Microsoft Office. You should have solid experience with desktop hardware, including upgrades and troubleshooting, and experience with application installation and troubleshooting. You must have excellent communication skills, both written and verbal, and be able to impart instructions clearly and concisely. 
  • 24 days annual leave, plus bank holidays
  • 2 additional days of holiday are normally provided at Christmas
    (usually Christmas Eve and New Year’s Eve)
  • Option to purchase up to 3 days additional holiday
  • 8% pension (4% employee contribution, 4% employer)
  • Life Assurance of 4X salary
  • Cycle-to-work scheme
  • Employee Assistance Programme & Bereavement Support helpline
  • Free flu jabs
  • Season Ticket Loans
  • Discounted will writing and conveyancing