2nd Line Support, Google Workspace, EUC, Desktop

2nd Line Support Engineer - EUC, Microsoft & Networking

Location: LONDON 3 or 4 days on site due to nature of role

Type: Full-Time | Permanent

Industry: IT

£30-45k + Benefits

Are you passionate about solving technical challenges and supporting cutting-edge software solutions? Join our growing team as a 2nd Line Support Engineer, where you'll play a key role in maintaining and enhancing the performance of our software systems across Europe.

About Us

We're a leading provider of software solutions, helping cities and private operators streamline mobility and improve user experience. Our technology integrates cloud-based platforms, mobile apps, and IoT devices to deliver smarter AT driven software...

Systems used:

• Google Workspace and Administration
• Microsoft, including Office 365 and Intune
• Cloud; GCP, Azure and AWS
• Jira and Confluence for ITSM processes

Key Responsibilities:

• Manage and resolve IT tickets, investigating, diagnosing, and resolving technical issues within defined service level agreements (SLAs).
• Provide first-line and Level 1/2 technical support for hardware, software, and network-related issues (PCs, laptops, printers, mobile devices, tablets).
• Install, configure, and maintain IT hardware and software, ensuring systems are secure and fully operational.
• Support the setup of new staff, including workstation preparation, account creation, and providing basic IT induction.
• Administer and maintain IT infrastructure, including routers, switches, firewalls and VPNs.
• Monitor and maintain IT security by ensuring software updates, antivirus protection, and educating users on security best practices.
• Maintain the IT asset register, including logging, tagging equipment, and conducting regular audits.
• Assist with IT-related projects such as system upgrades, migrations, and process automation.
• Create, update, and maintain technical documentation and user guidance.
• Collaborate with internal and external teams/vendors to evaluate technical solutions, provide recommendations, and escalate complex issues when appropriate.
• Champion the use of self-service IT resources and provide basic training and guidance to users.
• Manage event support, including setting up AV and live stream equipment.
• Proactively identify opportunities for automation and process improvement, with a passion for emerging AI technologies and systems integration.

Skills and Qualifications:

• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• A keen interest in learning new technologies and a proactive approach to professional development.
• A professional approach to work, problem-solving, and adherence to ITSM principles.
• Ability to troubleshoot and resolve hardware and software issues effectively.
• Proven experience working in an ITSM environment with knowledge of ITIL as an advantage.
• A passion for process improvement eg joiners/movers/leavers process

Growth Opportunities:

This role offers the ability to contribute ideas, learn new technologies, and implement new solutions such as password management, mobile device management, and cyber essentials