2nd Line Service Desk Technician

NRL; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading engineering solutions provider in Warrington is seeking a proactive Second-Line IT Support Technician to deliver essential on-site support to end-users. The role demands strong problem-solving skills, proficiency in IT ticketing systems, and the ability to explain technical concepts clearly. Ideal candidates should possess experience with Microsoft 365 and basic networking knowledge. This is a full-time on-site position, with no hybrid or remote working options available.

Qualifications

• Able to explain technical concepts to non-technical users.
• Ability to work well under pressure.
• Willingness to undertake training to enhance skills & experience.

Responsibilities

• Provide essential on-site support to end-users.
• Diagnose and resolve hardware and software issues.
• Manage stock inventory of IT equipment.

Skills

Excellent customer service and communication skills

Strong problem-solving and troubleshooting abilities

Experience with IT ticketing systems

Basic networking knowledge

Strong Microsoft 365 skills and experience

Cloud Platform experience, particularly Microsoft Azure

Experience with Video Conferencing and telephony systems

Tools

SCCM

inTune

Active Directory

Job description

Duration: Initially 6 months, likely to go beyond

Start: asap

Location: Warrington

Full Time On Site, no hybrid or remote working.

You will need to be able to get BPSS clearance (need to have been in the UK for 3 years)

About the Opportunity

We are seeking a dynamic and customer-focused Second-Line IT Support Technician to join our clients team at their UK Head Quarters, situated at Birchwood Park, Warrington. The other location is Theale, near Reading. You will be the local and friendly face of IT, providing essential on-site support to end-users, ensuring smooth and efficient technology operations. This role requires a proactive individual with excellent problem-solving skills, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Key Responsibilities

• General End-User IT Support
• Provide first-line technical support to end-users via ticketing system, drop-ins, and scheduled Tech Bars
• Diagnose and resolve hardware and software issues, including device swap-outs
• Deliver technical training and education to end-users during Tech Bar sessions
• Provide VIP support to key stakeholders.
• Technical Troubleshooting
• End User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)
• Act as local "hands & eyes" support for second and third-line support colleagues and external partners
• Assist with IT security incidents
• Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)
• Manage stock inventory of IT equipment
• General ticket management, ensuring all tickets are dealt with in a timely and professional manner
• Service Improvement and Collaboration:
• Proactively suggest and implement service improvements
• Participate in the Business Relationship Management function

Essential Skills and Attributes

• Excellent customer service and communication skills
• Strong problem-solving and troubleshooting abilities
• A "can-do" attitude and a positive, enthusiastic approach
• Willingness to undertake funded and self-paced training, to enhance skills & experience
• Ability to work independently and as part of a team
• Professional and presentable demeanor
• Ability to explain technical concepts to non-technical users
• Ability to work in a fast paced environment
• Ability to work well under pressure
• A fun and engaging attitude
• Experience with IT ticketing systems
• Basic networking knowledge
• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)
• Cloud Platform experience, particularly Microsoft Azure
• Strong Microsoft 365 (inc. Office 365) skills and experience
• Experience with Video Conferencing and telephony systems.

The NRL Group connect global companies with the right people to bring engineering projects to life. Supporting contracting companies with energy transition plans and working with our clients to create a cleaner, greener future.

We welcome applications from every walk of life and are committed to diversity within the industries we support, as a certified Inclusive Recruiter and Armed Forces friendly employer. You can ensure you stay safe when job searching online by visiting the JobsAware website.