IT 2nd Line Engineer

IT 2ND LINE ENGINEER LOCATION: Swindon SALARY: £31,000 to £37,000 JOB TYPE: Permanent Full Time Role Purpose * * Act as first point of contact for the IT user community. * Delivering excellent IT Support services to the user community across the Group sites. * Work on specific projects within the Technology Transformation Programme and then share the knowledge and skills you acquire with the rest of the team. * Where issues and incidents are complex, and you have been unable to resolve them in a timely manner, you will escalate the issue within the team. Responsibilities * * Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies. * Resolve Standard Service Requests related to End User Computing. * At times provide cover for the Support Desk Analyst, logging received requests with a high level of quality and detail to ensure accurate records are entered and maintained in the IT Service desk system, providing a regular review of progress and communications to the user on status. * Help to develop processes and methods of operating that conform to ITIL disciplines. * Communicate fully and effectively with users throughout the case lifecycle, ensuring that, the user is fully aware of the status of their case. * Provide the highest level of service by meeting or exceeding service SLAs and KPIs and by proactively identifying process improvement opportunities within the department. * Work from or travel to company sites to provide extended End User Computing services to the user beyond that provided from our offices as required. * Ensure that all work carried out for users is recorded in the in-house systems such that work is correctly attributed and enables us to accurately demonstrate the performance of the service to the business units. * Maintain a level of technical competence that remains current and fit for purpose in your role, highlighting any training needs to the IT Operations Manager where appropriate * Training other members of the team to increase overall knowledge and competencies improving the levels of service. * Support the 3rd Line Engineer under their direction and support. * Develop strong knowledge of our businesses and functions. * Some out-of-hours support may be required. Experience Required Technical knowledge of the following would be ideal – Windows Desktop 10 / 11. Windows Server 2016+, Virtual appliances, SQL Server. Microsoft Intune, Defender & 365. Networking – LAN, vLAN, WAN, Switches, Routers etc. Cloud Services – Azure, Email, Office and Third Party. Active Directory – Hybrid Azure on Prem. Other requirements – Driving licence and own transport – essential Outstanding verbal and written communication skills, with the ability to clearly and plainly explain complex situations. High attention to detail and organisational skills. Benefits * Healthcare maintenance cash plan which can help to cover costs of everyday healthcare including dental, optical, physiotherapy, osteopathy, prescriptions and preventative measures such as health screening. * Access to shopping and gym discounts. * Employee assistance programme providing 24/7 access to helplines and information, plus up to 6 counselling sessions per year. * 25 days holiday per annum increasing annually to 28. * Holiday trading allowing employees to buy or sell holiday throughout the year. * Salary Sacrifice cycle to work scheme. * Auto enrolment pension scheme with 1 x life assurance