2nd line Support Engineer

at  Digital Waffle

JOB DESCRIPTION

We are looking for an enthusiastic IT Support Technician to join the IT service desk team and work closely with the wider IT department. This role is crucial in ensuring high-quality technical support across the organisation.

KEY SKILLS:

• Azure
• Office 365
• Active Directory
• Networking (ideally Cisco)
• 2nd line support experience

REQUIRED SKILLS & QUALIFICATIONS:

• Basic experience with Microsoft Office 365 and Azure.
• Proficiency in troubleshooting Windows 10 issues.
• Ability to install, upgrade, and configure laptops and desktops.
• Strong communication skills, with the ability to communicate clearly and professionally with both internal and external stakeholders.
• Proven experience in delivering excellent customer service and resolving technical issues.
• A keen interest in learning and adapting to new technologies and processes.

DESIRABLE SKILLS:

• Cisco or Microsoft certification.
• A degree in IT, Computer Science, or a related field.
• Basic networking knowledge (e.g., TCP/IP, DHCP, DNS).
• Experience with endpoint security solutions (e.g., antivirus, VPN).
• Familiarity with WiFi systems like Meraki or Aruba.
• Experience with Group Policy management.
• Hands-on experience with IT monitoring and management tools

• Provide day-to-day technical support and troubleshooting, gaining experience in a variety of infrastructure technologies such as networking, WiFi, firewalls, Azure, Office 365, and cybersecurity.
• Respond to IT support requests through various channels: service desk system, phone, and face-to-face.
• Log and track incidents using the IT service desk platform.
• Maintain and update IT assets via the service desk system.
• Escalate more complex issues to second or third-line support as appropriate.
• Carry out routine maintenance, administration, and troubleshooting of user devices, including laptops, desktops, and mobile devices.
• Set up and configure new devices for end users, including laptops, desktops, and tablets.
• Manage Active Directory user accounts.
• Provide both remote and deskside support to staff.
• Manage endpoint security incidents, such as malware and antivirus issues.
• Assist the senior IT team in delivering key IT projects.
• Perform additional duties as requested by management.
• Adhere to safeguarding policies, ensuring the protection of children and vulnerable adults.
• Support the organisation’s commitment to equality, diversity, and inclusion.