2nd Line Support

Bristow Holland are currently recruiting for a 2nd Line Support Engineer for our client based in Ipswich

They are dedicated to delivering exceptional customer service to our colleagues on-site. Our client, a dynamic company committed to fostering a positive work environment, welcomes discussions on flexible working arrangements to accommodate individual needs.

We are seeking an individual to serve as the initial point of contact for colleagues in need of technical IT assistance, offering remote troubleshooting and facilitating ticket logging and escalation processes. Additionally, this role will contribute technical expertise to IT projects and project delivery.

Main Responsibilities and Tasks:

• Conducting remote troubleshooting through diagnostic techniques and effective questioning.
• Participating in, managing, and implementing IT infrastructure projects.
• Operating with minimal direction.
• Determining optimal solutions based on issue details and guiding colleagues through the problem-solving process.
• Accurately categorizing and documenting events, problems, and resolutions, adhering to existing procedures.
• Promoting self-service resolution among colleagues and escalating unresolved issues to the next level of IT support.
• Providing colleagues with precise information on IT products or services and providing feedback on outstanding tickets.
• Executing and contributing to internal IT-related policies, processes, and procedures (e.g., employee onboarding workflow).
• Advocating for the importance of customer experience within the organization.
• Contributing to office culture, conduct, and discipline to foster an enjoyable, productive, and efficient workplace.
• Supporting the company’s vision and values for future growth.
• Building positive working relationships with all employees.
• Offering training to team members on project rollouts, latest technologies, and assisting with their development.
• Performing any other duties consistent with the job description as required

Essential:

• Minimum 2-3 years of experience in a similar IT Support Role.
• Proficient in remote troubleshooting, diagnostic techniques, and issue resolution.
• Strong organizational, time management, and prioritization skills.
• Basic administration tasks, such as equipment ordering and shipping.
• Championing customer experience within the business.
• Contributing to office culture and discipline for a positive workplace.