2nd Line Support Engineer

Job Title: 2nd Line Support Engineer
Salary: up to £32k
Location: Tamworth, UK

We are looking for an enthusiastic IT Support Technician to join the IT service desk team and work closely with the wider IT department. This role is crucial in ensuring high-quality technical support across the organisation.

Key Skills:

• Azure
• Office 365
• Active Directory 
• Networking (ideally Cisco)
• 2nd line support experience

Key Responsibilities:

• Provide day-to-day technical support and troubleshooting, gaining experience in a variety of infrastructure technologies such as networking, WiFi, firewalls, Azure, Office 365, and cybersecurity.
• Respond to IT support requests through various channels: service desk system, phone, and face-to-face.
• Log and track incidents using the IT service desk platform.
• Maintain and update IT assets via the service desk system.
• Escalate more complex issues to second or third-line support as appropriate.
• Carry out routine maintenance, administration, and troubleshooting of user devices, including laptops, desktops, and mobile devices.
• Set up and configure new devices for end users, including laptops, desktops, and tablets.
• Manage Active Directory user accounts.
• Provide both remote and deskside support to staff.
• Manage endpoint security incidents, such as malware and antivirus issues.
• Assist the senior IT team in delivering key IT projects.
• Perform additional duties as requested by management.
• Adhere to safeguarding policies, ensuring the protection of children and vulnerable adults.
• Support the organisation’s commitment to equality, diversity, and inclusion.

Required Skills & Qualifications:

• Basic experience with Microsoft Office 365 and Azure.
• Proficiency in troubleshooting Windows 10 issues.
• Ability to install, upgrade, and configure laptops and desktops.
• Strong communication skills, with the ability to communicate clearly and professionally with both internal and external stakeholders.
• Proven experience in delivering excellent customer service and resolving technical issues.
• A keen interest in learning and adapting to new technologies and processes.

Desirable Skills:

• Cisco or Microsoft certification.
• A degree in IT, Computer Science, or a related field.
• Basic networking knowledge (e.g., TCP/IP, DHCP, DNS).
• Experience with endpoint security solutions (e.g., antivirus, VPN).
• Familiarity with WiFi systems like Meraki or Aruba.
• Experience with Group Policy management.
• Hands-on experience with IT monitoring and management tools.