2nd Line IT Support Engineer

Evolve

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers IT support and requests, GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy and structured cabling.

Job Summary

The 2nd Line IT Support engineer plays a key role in providing technical support, incident management and service delivery. Primarily office-based support with occasional site visits when required. They are responsible for managing support tickets, escalating incidents when necessary and ensuring adherence to SLA’s and OLA’s.

Key Accountabilities

IT Support & Incident Management

Provide primarily office-based support, with on-site visits as required.
Manage support tickets effectively, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), while prioritising tasks efficiently.
Escalate incidents to the 3rd Line Support team, ensuring all necessary details are provided when resolution cannot be achieved.
Work closely with the 2nd Line Team Leader to escalate priority incidents and aged tickets.
Follow established incident management processes to ensure prompt and effective resolution of technical issues.
Take ownership of recurring incidents, implementing permanent solutions to minimise future disruptions.
Contribute to the creation of knowledge base articles to enhance the skills of the 1st Line Support team.

Service Delivery & Operational Excellence

Ensure infrastructure services remain available during core operational hours for designated areas of responsibility.
Deliver IT support services efficiently and effectively, aligning with business requirements.
Identify opportunities for service improvements and recommend enhancements to senior management.
Monitor, plan, and manage problems in line with agreed SLAs.
Keep up to date with ITIL best practices, industry trends, and emerging technologies.

Infrastructure & Cloud Technologies

Windows Server 2012 R2 and later administration.
Microsoft Azure Infrastructure (deployment and management).
Microsoft Exchange configuration and support.
M365 Office Suite and Intune remote management.
Backup solutions (Azure and Acronis)

Networking & Security

Experience with firewalls, VPNs, and networking solutions.
Knowledge of Office 365 Security & Compliance features.
Experience in managing and maintaining cloud app security policies and alerts.

Microsoft 365 & Endpoint Management

Microsoft Office 365 Administration (license management, Intune, Defender).
Hybrid Azure AD deployment and Intune enrolment for devices.
Experience in Intune device compliance, remediation, configuration policies, app protection, and app configuration policies.
Experience in creating and configuring Microsoft Store for Business and deploying apps to Windows.

3rd Party Software & Tools

Hands-on experience with Sage, Exclaimer, Acronis, ConnectWise Automate, Ninja and Skykick.

About you

Essential

University degree or college diploma in Computer Science, IT Studies, or three years of equivalent work experience.
Experience in handling escalations and more complex IT issues.
Proven experience in service and application delivery, including successful SLA management.
Strong analytical and problem-solving abilities, capable of approaching challenges from multiple angles.
Excellent communication and negotiation skills (both written and verbal).
Strong interpersonal skills with the ability to collaborate effectively in a team-oriented environment.
Self-motivated, detail-oriented, and able to work independently.
Ability to prioritize and execute tasks efficiently in high-pressure environments.
Customer-centric mindset, ensuring high levels of service delivery and client satisfaction.
Demonstrated ability to identify service improvements on a client-by-client basis and present recommendations to senior management.
Extensive experience in a team-oriented, collaborative work environment.

Desirable

ITIL V3 or V4 Foundation Certification (preferred).

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

Evolve is an Equal Opportunity Employer

All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.