IT Support Engineer

Introduction

This is a varied and rewarding second line IT Support Engineer role at the heart of the CDER Group IT function.

You will be a key escalation point for our first line engineers, taking ownership of complex issues, driving resolution, and contributing to IT projects that make a real difference to the business. If you enjoy working in a fast-paced environment where no two days are the same, and you take pride in delivering outstanding service to your colleagues, this could be the role for you.

Responsibilities

• Providing second line technical support, acting as an escalation point for first line engineers and mentoring junior colleagues
• Taking ownership of complex tickets through to resolution, ensuring clear communication with end users throughout
• Configuring and deploying hardware including laptops, PCs, mobile phones, and body worn video cameras
• Managing the onboarding and offboarding of employees, including account creation, hardware deployment, and software installation
• Utilising Ninja RMM to provide remote support, software installation, and issue remediation
• Administering the Microsoft 365 platform to ensure all users have the tools they need to do their jobs effectively
• Maintaining and updating our IT asset database with accuracy and attention to detail
• Working within our ITSM ticketing system, Jira, to log, manage, and resolve a broad range of IT issues
• Proactively identifying problems and raising them before they impact the business
• Meting and exceeding departmental SLAs, and striving for first time fix wherever possible
• Working within an ITIL framework and contributing to continual service improvement
• Participating in IT projects including infrastructure upgrades, office moves, and system rollouts
• Procuring equipment from approved suppliers
• Upskilling continuously through our training platforms, LearnUpon and Pluralsight
• Participating in the out-of-hours on-call rota and occasional planned maintenance outside of core hours

Personal qualities and skills

• Education including GCSEs in Maths and English (or equivalent) is essential
• Relevant IT based qualification or industry-based experience
• Advanced Microsoft 0365 admin skills
• Experience of enterprise IT processes
• Experience of an ITSM tool
• Experience of working in a busy IT service desk or IT department
• Experience of working and exceeding SLA based targets
• Experience of focusing on providing excellent customer service
• Mentoring first line support colleagues
• Experience of delivering complex IT projects
• Technical Proficiency, a strong understanding of hardware, software, and networking is fundamental
• Reliable
• Organised
• Confident
• Team Player
• Take pride in presentation of work and self
• Take pride in ensuring accuracy and attention to detail
• Flexibility to work outside hours where required to meet deadlines

Benefits

• Gym membership contribution: we will give you up to £20 per month towards your gym membership
• Company pension
• 24/7 employee assistance programme
• Company sick pay
• Referral programme
• Discounts and savings available on our bespoke staff rewards platform
• Casual dress
• Free onsite parking (excluding City of London)
• Cycle to work scheme
• 25 days holiday, rising to 28
• Regular subsidised social events
• Voluntary service opportunities to a charity of your choice – up to two days per year
• Long service awards
• Enhanced family leave
• Working hours that are flexible
• Extra holiday days available to buy, up to five days per year
• Death in Service Benefit
• As if that wasn’t enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week