1st/2nd Line Support Engineer
Posted Today by Totaljobs
£290 Per day
Inside
Hybrid
Coventry (CV1)
Summary: The role of a 1st / 2nd Line Support Engineer involves providing technical support in a hybrid environment, primarily based in Coventry. The position requires a customer-focused IT professional to resolve incidents and service requests efficiently while ensuring a high standard of service. The engineer will support users both on-site and remotely across various technologies, contributing to an exceptional end-user experience. This is a contract position with a high probability of extension, deemed inside IR35.
Key Responsibilities:
- Acting as a primary point of contact for on-site IT support
- Delivering excellent customer service across all technical interactions
- Troubleshooting and resolving hardware, software, and user access issues
- Supporting Microsoft Windows 11 and Office 365 environments
- Managing incidents, requests, and escalations through the ITSM system
- Building, imaging, and deploying end-user devices using SCCM
- Supporting onboarding and offboarding processes for starters and leavers
- Managing and maintaining hardware asset inventory records
- Providing support for AV equipment including meeting room technologies, projectors, microphones, and displays
- Supporting mobile devices, remote access technologies, VPN connectivity, and MFA
- Escalating complex issues to relevant technology teams where required
- Working collaboratively with wider IT teams to maintain high service standards and continuous improvement initiatives
Key Skills:
- Previous experience within a 1st/2nd Line Support, Smart Bar, Service Desk, or Desktop Support environment
- Excellent customer-facing skills
- Microsoft Windows 11 support and troubleshooting
- Office 365 Administration including Outlook, Teams, OneDrive, and Excel
- Azure Active Directory administration
- SCCM device builds and software deployment
- Hardware support including imaging, BIOS, drivers, and device repairs
- Remote access technologies including VPN, RDP, Azure, and MFA
- Microsoft Intune and mobile device support
- ITSM ticketing systems and incident management processes
- Excellent communication and customer service skills
- The ability to prioritise and manage a high-volume workload
- Strong analytical and troubleshooting abilities
- Attention to detail and a methodical approach
- The ability to work independently and collaboratively within a team
Salary (Rate): £290 per day
City: Coventry
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Mid-Level
Industry: IT
Role - 1st / 2nd Line Support Engineer
Location: Hybrid, Coventry and Remote
Contract: Initial 6 Month, High Probability of Extension
Rate: £275 to £290 per day
This role has been deemed Inside IR35.
The Opportunity
Our client is looking for an experienced 1st / 2nd Line Support Engineer to join their technology support team in Coventry. This is an excellent opportunity for a customer-focused IT professional who enjoys working in a fast-paced environment, providing hands-on technical support and delivering an exceptional end-user experience.
You will act as a key point of contact for all on-site IT support queries, supporting users both face-to-face and remotely across a broad range of technologies. This role would suit someone with previous experience working within busy IT support environments who is committed to delivering a high standard of service.
The Role
As a 1st / 2nd Line Support Engineer, you will provide both deskside and remote technical support, ensuring incidents and service requests are resolved efficiently and within agreed service levels.
Key responsibilities will include:
- Acting as a primary point of contact for on-site IT support
- Delivering excellent customer service across all technical interactions
- Troubleshooting and resolving hardware, software, and user access issues
- Supporting Microsoft Windows 11 and Office 365 environments
- Managing incidents, requests, and escalations through the ITSM system
- Building, imaging, and deploying end-user devices using SCCM
- Supporting onboarding and offboarding processes for starters and leavers
- Managing and maintaining hardware asset inventory records
- Providing support for AV equipment including meeting room technologies, projectors, microphones, and displays
- Supporting mobile devices, remote access technologies, VPN connectivity, and MFA
- Escalating complex issues to relevant technology teams where required
- Working collaboratively with wider IT teams to maintain high service standards and continuous improvement initiatives
The Person
The ideal candidate will have previous experience within a 1st/2nd Line Support, Smart Bar, Service Desk, or Desktop Support environment and possess excellent customer-facing skills.
You will have experience with:
- Microsoft Windows 11 support and troubleshooting
- Office 365 Administration including Outlook, Teams, OneDrive, and Excel
- Azure Active Directory administration
- SCCM device builds and software deployment
- Hardware support including imaging, BIOS, drivers, and device repairs
- Remote access technologies including VPN, RDP, Azure, and MFA
- Microsoft Intune and mobile device support
- ITSM ticketing systems and incident management processes
You will also demonstrate:
- Excellent communication and customer service skills
- The ability to prioritise and manage a high-volume workload
- Strong analytical and troubleshooting abilities
- Attention to detail and a methodical approach
- The ability to work independently and collaboratively within a team
If you would like to learn more, please apply through the advert and we will be in contact to discuss further.