Second Line IT Support Engineer

The opportunity 

As a Second Line IT Support Engineer you will help and support a wide range of team members with any IT issues and support the IT Team in maintaining Progeny’s IT network, servers, and security systems, critical to the continuous growth of the business.   
  
Reporting to the IT Support Team Leader, you will collaborate, organise, and maintain crucial elements of Progeny’s infrastructure to ensure it is effective in supporting our teams to deliver world-class client service. Utilising your excellent interpersonal skills, you will serve as a key point of contact for team members across multiple global locations to manage incidents and requests, developing great rapport and providing outstanding service. You will also use your previous technical experience to delve into analysis work, aiming to optimise our network and systems to support Progeny’s current goals and ambitions for the future. 

What you will do  

• Responsible for First and Second Line IT support.   

• Application support for company platforms.  

• Diagnosing and resolving technical issues.  

• Serve as a key point of contact for Progeny team members seeking technical assistance over the phone, email, or in person.  

• Provide general hardware and software support to team members.  

• Undertake analysis, diagnosis, and resolution of a variety of problems ranging in complexity.  

• Work to SLA thresholds for incidents, requests, and problems.  

• Manage several open Incidents/Problems and mini projects simultaneously.  

• Systems & Performance monitoring.  

• Carrying out daily checks on the company’s infrastructure systems.  

• Configure and install new IT equipment and software.  

• Networking including AD/DNS + Group Policy.  

• Trend Analysis and Problem Management.  

Location 

We operate hybrid working enabling home and office working, allowing you to balance your personal responsibilities/interests and connecting with your colleagues. 

About you  

Experience

• Previous experience working in a similar role.  

• Experience using MS 365, MS exchange online, SharePoint & Azure.   

• Experience using MS Server 2016 R2 onwards.   

• Experience using MS Windows 10, 11, macOS.  

• Experience of using a range of ticketing systems, Freshservice or VSA X is desirable.   

Knowledge   

• MS Server 2016 + beyond is essential.  

• Networking fundamentals (TCP/IP, DNS, DHCP).  

• Knowledge of a range of networking hardware (switches, servers, routers etc.)  

Skills and qualities  

• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation  

• Excellent organisational skills.  

• Ability and desire to work as part of a team to achieve quality standards, and time effective outcomes.  

• Ability to work on own initiative.  

• Ability to prioritise, manage and perform under pressure.  

• Good attention to detail and with a keen eye for detail.  

• Ability to demonstrate practical troubleshooting and problem analysis techniques.  

• Highly skilled MS Office suite user.  

• Willing to work flexibly, with enthusiasm.  

• Ability to travel and work in different offices as required.  

What Success Looks Like 

• First 30 days: Become integrated well with the other members of the team and have a good understanding of our most important applications and systems. Work on incoming support tickets alongside/ with the assistance of other members of the IT Support Team.  

• First 90 days: Become a well known and valued member of the IT Support Team with a deep understanding of most of our important applications and systems. Work independently and confidently on First and Second line support tickets (with assistance from the team when required) and work to our daily average ticket targets alongside the rest of the team.  

• First 365 days: Attain a working knowledge of the company’s systems and applications in line with our other Second Line IT Support engineers. Begin focusing on company funded personal development through third party certification. Work alongside other members of the IT Support and Infrastructure teams on non-ticketed long-term projects.  

Development Opportunities

• Be surrounded by a supportive team 

• Develop your knowledge 

• Study for a relevant professional qualification and/or certificates 

• Growth opportunities available within the team