2nd Line IT Support Engineer

2nd Line IT Support Engineer

Location: Huddersfield, HD3 4EX
Salary: Competitive DOE, + Benefits 
Contract: Full time, Permanent 
Working Hours: 07.45-16.00
Benefits: 31 days holiday allowance including bank holiday entitlement, Health Cash Plan, Cycle to Work Scheme, Length of Service bonus, Company Events, Staff Discounts, Mental Health Support

We are Hela Brands, an internationally operating and multi-solution strategic partner for brand owners and businesses.

We are on our way to becoming industry leaders in licensing and white label manufacturing across sports, fashion and lifestyle.

Hela Brands is fuelled by an outstanding and passionately driven team and supported by some of the industry’s most insightful and future-thinking consultants and creative leaders.

We are now seeking an experienced 2nd Line IT Support Engineer to join our IT team based in Huddersfield.

As our 2nd Line IT Support Engineer you will be accountable for providing 2nd line support in person and remotely to our internal customers. Additionally, working on projects and picking up 1st Line Support cases when needed.

You will also be responsible for:

• To resolve escalated queries and help requests from 1st Line Support Engineers in accordance with 2nd Line SLAs defined by the Head of IT.
• Maintain regular communication with peers and colleagues, identifying process and service improvements and working with the Head of IT to implement change.  
• Analyse the results of system tests and suggest action plans to prevent loss of business hours and implement efficiencies. Advanced reports and provide results of system tests and suggest action options based on your end-user experience.  
• React and prioritise infrastructure, network and service stability in all areas and reduce the number of problematic assets. Provide detailed reports and methodology of works proposed or actioned as a log and record.  
• Perform end-user system tests, troubleshooting and perform necessary repairs on client devices, updating firmware, OS, Security to reduce downtime and service interruptions.
• Support the Head of IT with the successful implementation of new software, hardware and ad-hoc project developments.

To be successful in this role, you must posses the following key attributes:

• Operating Systems: Experience with Apple and Microsoft platforms, including troubleshooting, repairs, and upgrades.
• Hardware Support: Hands-on experience with Apple and Microsoft hardware troubleshooting, repairs, and upgrades.
• Microsoft 365 & Office Applications: Proficient in Word, Excel, Teams, and Admin Centre functions (e.g., Security and Compliance).
• Active Directory & Group Policy: User account management in Microsoft Active Directory (ADDC), Fault finding and troubleshooting within Active Directory, Development and improvement of Group Policy settings
• Adobe Suite Support: Ability to support and troubleshoot Adobe applications.
• Networking Knowledge: End-user support, including patching and connectivity issues, Understanding of DNS, IP addressing, LAN/WAN, and switches, Ability to develop and improve network processes with IT Manager support
• Escalation & Problem Solving: Know when to escalate advanced cases to the 2nd Line IT Team or IT Manager after using personal knowledge and the shared knowledgebase.
• Compliance Awareness: Understanding of GDPR legislation and its application in IT processes.

If you feel you have the necessary skills and experience to be successful in this role click on “APPLY” today, forwarding an up to date copy of your CV for consideration in the first instance.

No agencies please.