IT Support Engineer

Job Title: IT Support Engineer

Location: Newark-on-Trent

Salary: £33,000 per annum

Working Hours: Full-time, 5 days a week onsite

Job Purpose

We are seeking two IT Support Engineers to join our dynamic IT team based in Newark-on-Trent. In this office-based role, you will provide 2nd line IT support to staff across all offices, with additional responsibility for 1st line IT support and administration as required. This position offers a varied workload and the opportunity to participate in exciting IT projects.

The successful candidates will work closely with the IT Service Desk, development team, and infrastructure team to ensure a seamless IT support experience across the organization.

Key Responsibilities

IT Support and Troubleshooting

• Provide 1st and 2nd line hands-on and remote IT support to staff, adhering to SLA thresholds.
• Manage incidents, service requests, changes, and problems using the Cherwell Service Desk tool.
• Troubleshoot and resolve issues escalated from 1st line service desk staff, ensuring timely resolution.
• Provide basic application support and training to users on software and functionality.

Equipment Management

• Coordinate the ordering and distribution of desktops, laptops, monitors, peripherals, and mobile devices.
• Ensure all employees have access to appropriate IT equipment, liaising with the internal IT group as needed.

Onsite and Regional Support

• Deliver site support to assigned regional offices, proactively improving IT systems and support frameworks.
• Define stakeholder requirements and implement documented site support frameworks.
• Manage and execute site-related projects, including office moves and budgetary requirements.

Service Desk Escalation and Training

• Act as an escalation point for the service desk, reducing ticket volume through proactive system management.
• Mentor and develop 1st line support team members to enhance productivity and knowledge transfer.
• Collaborate with the service desk to provide feedback on support calls and ongoing issues.

Process Improvement and Documentation

• Contribute to problem management and document solutions to enhance team efficiency.
• Identify repetitive tasks and propose solutions for automation or improved processes.
• Update systems and documentation to enable quicker resolution of incidents by the 1st/2nd line teams.

Personal Specification

Required Skills and Experience

• Minimum 2 years of experience in an IT support role.
• Proven experience in a 2nd line IT support position.
• Proficiency with Windows 10/11 in a corporate environment.
• Experience with PC imaging software, including Windows Deployment Server or Microsoft Deployment Toolkit.
• Familiarity with Apple iPhone/iPad products.
• Clear, concise, and professional communication skills, both verbal and written.

Desirable Qualifications

• ITIL certification.
• Experience in mentoring junior team members.
• Knowledge of automation tools and techniques for efficiency improvements.

Key Attributes

• Proactive problem solver with a detail-oriented mindset.
• Strong team player with a customer-focused approach.
• Ability to manage workloads effectively and meet deadlines.

What We Offer

• A collaborative and supportive working environment.
• Opportunities to work on exciting IT projects and develop your skills.
• Competitive salary and benefits package.