IT 2nd Line Support Engineer

Job DescriptionRole SummaryDue to continued growth, we are looking for an IT 2nd Line Support Engineer to join us at Aventum Group.IT 2nd Line Support Engineer role sits within the IT Services Team. Your purpose is to help resolve complex technical issues related to our systems and applications. This position serves as a point of escalation for the 1st line support team.We are looking for a talented individual who wishes to continue their personal development whilst ensuring the needs of the business are met and expectations exceeded.This role will require support in all aspects of IT across the group. Tickets are sent via email to our Helpdesk (Zendesk) and need to be solved in line with our SLAs.Role ResponsibilitiesSupporting predominantly Microsoft 365-based products and end-users.Creating and updating documentation and processes.Software installation and troubleshooting.Creation and management of user accounts.Raising issues, and calls, and liaising with third-line support.Prompt response and resolution of support calls.Escalating issues that cannot be resolved at 2nd line level.This list is not exhaustive and may be added to or amended from time to time.Assist IT Services Team Leader and Group IT Manager:o Azure administrationo IT projectso Domain managemento Network managemento Application managemento Hardware ManagementRole Requirements2+ years of relevant experience providing 2nd line user support.High-volume Service Desk experience.Strong knowledge of Microsoft technologies. Active Directory, Entra, SharePoint, 365, Windows 10/11.Ideally, previous experience and knowledge of ticketing systems - ITIL Framework.Technically inquisitive, with a proven ability to keep up to date under your initiative.Problem solver with good analytical and planning skills.IT qualifications would be an advantage.Prepare, plan and implement technical solutions.Provide on-site & remote support up to 2nd line.Offer support and training to junior colleagues.Develop strong relationships with vendors and strive to go above and beyond SLAs.Skills & AbilitiesExperience working in a fast-paced environment under pressure.IT ProjectsMicrosoft TechnologiesTicketing SystemsAdvanced troubleshooting and multi-tasking skills Hard-working ProfessionalismExcellent communication skills, both verbal and writtenFlexibility in working hours and task list with willingness to work outside working hours if necessary (occasionally)Good time managementWilling to support remote sites, including visits.Proactive and responsive
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