IT Support Engineer

1st / 2nd Line Support

Luton - on site Monday - Friday 9am - 5:30pm (on-call rota)

£30,000 per annum

Highly motivated and skilled IT 1st / 2nd Line Support Engineer required for leading client based in Luton to be the first point of contact for IT incidents, requests and service-related issues, providing both technical support and troubleshooting expertise in a fast-faced, ITIL driven environment. In addition, you will liaise with all members of the IT department to ensure that tasks that cannot be personally completed are escalated to the appropriate party, with a view to ensuring the swift resolution of faults.

This position offers opportunities for growth and development within a rapidly evolving IT organization and would be suitable for someone looking for their first or second role in IT or someone newly qualified/graduated from college or university in related field.

Main duties:

• Act as the first line of support for IT incidents and service requests. Log and track incidents through the ITSM tool, ensuring they are classified and prioritised correctly.
• Resolve incidents within agreed SLAs, to minimising the disruption to systems critical to the operation.
• Escalate unresolved issues to 2nd/3rd line and resolver teams while ensuring effective communication and follow-up until resolution.
• Keep incidents and requests up to date with detailed progress notes and communicate with all relevant parties affected by any task in a timely, professional manner.
• Provide remote support to end-users on a wide range of IT issues, including hardware, software, and networking problems.
• Assist in the monitoring of critical systems and IT services.
• Complete daily checks such as backups from the night before.
• Update and maintain knowledge base articles and internal documentation to assist with common support requests and to improve the efficiency of the support process.
• Provide basic training to users on IT systems, tools, and processes, helping to enhance user experience and productivity.
• Provide support for Microsoft and Office 365.
• Perform Installations, configurations, setting up of workstations and mobile devices.
• To take a pro-active approach in this job role, through monitoring the performance of systems and making regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems.
• Be responsible for the day-to-day delivery of first-line support to the organisation
• Provide out of hours support to the airport userbase as part of a Rota

Key requirements:

• Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti, Cherwell) for logging, tracking, and resolving incidents and service requests.
• Understanding of ITIL processes, particularly Incident, Service Request, and Knowledge Management.
• Knowledge of basic networking concepts, hardware troubleshooting, operating systems (Windows, MacOS, Linux), and software applications.
• Experience with Active Directory, Office 365, Microsoft Exchange, and standard desktop applications (MS Office, Teams, SharePoint).
• An ambition to constantly learn new skills to advance own knowledge and gain formal qualifications, with an understanding that study time outside of working hours may be required for career development.
• A well organised and structured approach to work planning, time allocation to tasks, and a flexible approach to daily routines to deliver the desired results.
• A very good team working ethic, communicating with colleagues in a clear and professional manner, whilst maintaining a customer-service focused approach.
• The ability to work alone using own initiative and managing support calls to a high standard.
• Strong problem-solving skills and the ability to prioritise tasks effectively.
• Excellent verbal and written communication skills, with the ability to interact confidently with end-users at all levels to maintain department's commitment to customer excellence.

Interested? Please submit your updated CV to Lucy Morgan at Crimson or immediate consideration.

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Crimson is acting as an employment agency regarding this vacancy