2nd Line IT Support Engineer

2nd line support analyst – Windows, Office, networking, ITIL, G Suite, Linux – Wiltshire, hybrid

JOB SUMMARY & SCOPE 
Responsible for providing technical support and assistance to end-users within our organization. You will respond to enquiries, diagnose, and troubleshoot technical issues, and provide timely solutions to ensure the smooth operation of our systems and technology infrastructure. 
 
KEY ACCOUNTABILITIES 
•    Respond to incoming support enquiries via phone, email, or ticketing system in a timely and courteous manner. 
•    Analyse and troubleshoot technical issues reported by end-users, including hardware, software, and network problems. 
•    Provide effective solutions to technical issues, guiding end-users through corrective steps or performing remote troubleshooting. 
•    Escalate unresolved issues to appropriate IT colleagues or vendors for further investigation and resolution. 
•    Assist with the installation, configuration, and deployment of software applications and updates. 
•    Document support tickets, resolutions, and procedures to build a knowledge base for future reference and training. 
•    Provide basic training and assistance to end-users on software applications, systems, and IT best practices. 
•    Monitor system performance and security to identify potential issues or vulnerabilities proactively. 
•    Conduct routine maintenance tasks such as system updates, patches, and backups. 
•    Follow established IT policies, procedures, and guidelines to ensure compliance and security. 
EDUCATION + EXPERIENCE + KEY TRAITS 
•    A bachelor’s degree in computer science, Information Technology, or related field is preferred. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) may be advantageous. 
•    Prior experience in a technical support role or help desk environment is desirable. 
•    Proficiency in troubleshooting hardware, software, and network issues. Familiarity with operating systems (Windows, macOS, Linux), productivity software (Microsoft Office, G Suite), and remote support tools. 
•    Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users. 
•    Strong customer service orientation with a focus on providing a positive support experience to end-users. 
•    Ability to analyse problems, identify root causes, and implement effective solutions. 
•    Ability to collaborate with team members and other IT personnel to resolve complex issues and achieve common goals. 
•    Willingness to learn and adapt to new technologies and procedures in a fast-paced environment.
TYPICAL PERFORMANCE TARGETS 
•    SERVICE DELIVERY: Sustained, measured excellence in project & process delivery 
•    COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement 
•    INNOVATION: Step changed delivery in safety, quality, and/or cost 
LANGUAGE SKILLS 
•    Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch. 
•    Read and interpret documents, procedure manuals and various correspondence from both internal and external. 
•    Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization. 
DECISION MAKING + REASONING 
•    Able to take accountability and responsibility for business target delivery and decision making. 
•    Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality. 
WORKING RELATIONSHIPS 
•    Internal Customer