2nd Line IT Support Engineer

Ref: 16

Role: 2nd Line IT Support Engineer

Salary: Up to £35,000 depending on experience

Located: Sheffield/Chesterfield

Hours: Monday to Friday

Benefits: 

• Study Support if required
• Flexible working hours
• 31 holiday days
• Pension
• Professional Memberships paid
• Cycle to work scheme
• Free parking
• Free eye tests
• Company gym
• Regular social events

The role:

• Deliver high-quality IT support and services to both internal teams and clients, ensuring all needs are met promptly and effectively.
• Diagnose and resolve technical issues, both remotely and on-site.
• Work collaboratively with external IT partners to provide seamless support and service delivery.
• Support the implementation, maintenance, and optimization of IT systems and infrastructure.
• Monitor, manage, and resolve service requests in a timely manner, maintaining clear communication with clients throughout.
• Engage with clients to understand their specific needs and deliver tailored IT solutions.
• Maintain accurate documentation of service requests, resolutions, and client communications.
• Stay current with emerging technologies and industry best practices to enhance support capabilities.
• Contribute to continuous improvement efforts to optimize IT service delivery and performance.
• Lead the integration of IT infrastructure during Mergers & Acquisitions.
• Oversee IT hardware refresh programs to ensure systems remain up to date and efficient.
• Take ownership of IT Disaster Recovery (ITDR) planning and ensure IT risks are effectively identified, managed, and mitigated.

Skills & Experience Required:

• Proven customer service skills with the ability to foster and maintain strong relationships with colleagues, clients, and IT partners.
• Excellent verbal and written communication skills, enabling clear and effective interaction with stakeholders at all levels.
• Strong interpersonal skills with the ability to empathise and understand the needs and concerns of others.
• Highly organised, with the capability to manage and prioritise multiple service requests effectively.
• Collaborative mindset, working well with cross-functional teams to ensure consistent and high-quality service delivery.
• Proactive in identifying potential issues and implementing solutions before they escalate.
• Detail-oriented and diligent in maintaining accurate records and following up on service requests.
• Flexible and adaptable, able to respond to evolving needs and deliver practical, tailored solutions.