2nd Line IT Support Engineer

2nd Line IT Support Engineer

Location: Based in Stanmore/Berkshire - onsite

Salary: £32,868 - £36,519 per annum, depending on experience.

Job Level: 5B

We're seeking an experienced 2nd Line IT Support Engineer to work as part of a team in 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. 

About Norwood:

Founded in 1795, Norwood is the oldest Jewish charity in the UK, and has been privileged to receive Royal Patronage since 1815. We support and empower neurodiverse children and their families and people with neurodevelopmental disabilities to live their best lives.

Norwood works with local authorities, to deliver wide-ranging services including residential and supported living accommodation and short-breaks facilities, as well as a range of support groups aimed at the whole family, not just the individual.

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 another representative from the Finance & IT team

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! 

If you are interested in this role, please apply and our Recruitment Team will be in touch. 

We reserve the right to close this advertisement early if we receive a high volume of suitable applications.

Due to the high number of candidates who apply to our roles at Norwood, please note we can only provide feedback following an interview, if shortlisted.

We actively celebrate everyone's different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.