2nd Line IT Support Engineer
2nd Line IT Support Engineer
Based in Stanmore/Berkshire - onsite
Salary circa £32,000 - £37,000 per annum, depending on experience.
Why Norwood?
The opportunity to work for a leading UK charity
Competitive salary & benefits package
Generous annual leave entitlement
1pm finish on a Friday
Workplace Pension Scheme: Plan for your future with confidence.Employee Assistance Programme: We care about your well-being.
£300 When You Introduce a Friend: Spread the word and reap the rewards.
Free Eye test & Eyewear allowance
Access to ‘Blue Light’ discount scheme
Cycle to work scheme
Excellent career progression pathway
About Norwood:
Norwood is a large charity supporting vulnerable adults, children, and their families. Norwood operates care homes and family centres across London and a site in Berkshire. We support and empower neurodiverse children and their families and people with neurodevelopmental disabilities to live their best lives.
About the role:
The role of the 2nd Line IT Support Engineer will involve working as part of a team providing 1st and 2nd line remote and on-site support to the services across London and a site in Berkshire. The ideal candidate will have extensive experience in Windows Server and Desktop focused IT support.The position will be responsible for resolving day-to-day IT issues, maintaining, monitoring and troubleshooting a range of software and equipment across our network. You will have strong expertise and the ability to provide rapid solutions, working flexibly in resolving and further investigating possible escalations.
Main duties and responsibilities:
Managing and maintaining computer hardware and software issues from logging to resolution, to ensure high levels of availability of the supported business applications.
Liaising internally and externally with technical support companies and suppliers and working alongside the IT Manager and Application Support team, the role of 2nd Line IT Support Engineer will involve the following tasks:
Using the Helpdesk ticket logging system to facilitate Desktop/Remote Support.
Liaising with Support Companies to get issues fixed.
Configuring, installing and supporting any client hardware and software.
Configuring, installing and supporting mobile devices and internal phone systems.
Assisting with new user desk setups, desk moves and associated cabling.
Processing new and leaver’s accounts.
Maintaining Asset register of all IT equipment.
Managing, assessing, and reporting on project activities to meet deadlines.
Focus on solving customer’s problems, striving to understand their needs.
Be aware of the key IT and cyber risks, proactively operating to minimise these risks within the remit of the role, acting quickly to notify of any potential or identified IT risks through the appropriate incidents and escalations process
Maintaining end-user computing solutions including physical desktops, mobile devices (laptops, tablets, smart phones), printers, and end-device security including remote access technologies.
To be a car driver and have access to a car during office hours and willing to drive between locations.
Essential technical skills:
Windows Server 2016/2019
Windows 10/11 desktop systems
Microsoft Azure
Office 365 and the MS Office Suite
Microsoft Exchange, Teams, OneDrive, SharePoint
Active Directory
Group Policy, DNS, DHCP
Desktop Deployment Services
Networking (Switching/VLANs/Routing/Firewalls – Cisco and HP preferable)
Email and Web Filtering Systems
Managed Antivirus
Enterprise Wireless administration
Printer Management
Person specification:
Previous experience in a similar role with a good level of application and network support.
Knowledge of network connectivity, protocols, network security devices, network types, and wireless.
Able to handle multiple competing priorities whilst possessing a high level of discipline, professionalism, and flexibility.
Robust troubleshooting and strong analytical skills.
Exceptional written and oral communication skills.
Active Directory & Windows Server 2019 experience.
Comfortable driving to multiple locations out of London for site visits.
Proven experience demonstrating the principles of excellent customer service.
High degree of personal integrity with a commitment to confidentiality.
Ability to work effectively on your own and giving valuable feedback to rest of team.
Strong documentation skills.
A team player with attention to detail.
Self-motivated attitude.
Exceptional timekeeping skills.
Interview process, if shortlisted:
1st stage - 20 minute screening call with the Hiring Manager via MS Teams
2nd stage - on-site interview with the Hiring Manager and Assistant Director of Finance & IT
If you're ready to embark on a rewarding journey where every day brings new challenges and opportunities to make a difference, apply now to become our newest 2nd Line Support Engineer!