IT Support Engineer

Job Details

Role Summary

As we continue to grow, we are looking for an IT 2nd Line Support Engineer to join Aventum Group.

IT 2nd Line Support Engineer role sits within the IT Service Desk Team. Your purpose is to help resolve complex technical issues related to our systems and applications. This position serves as a point of contact for our US-based staff and remotely supports UK users as an escalation point for the 1st Line Support Engineers.

We are looking for a talented individual who wants to continue their personal development while ensuring the business's needs are met and expectations exceeded.

This role will require support in all aspects of IT across the group. Tickets are sent via email to our ticketing system and must be resolved in line with our SLAs.

Role Responsibilities

• Supporting Microsoft 365-based products and end-users predominantly.
• Creating and updating documentation and processes.
• Software installation and troubleshooting.
• Creation and management of user accounts.
• Raising issues and calls, and liaising with third-line support.
• Responding to and resolving support calls promptly.
• Escalating issues that cannot be resolved at the 2nd-line level.
• Joiners Movers Leavers
• This list is not exhaustive and may be added to or amended from time to time.
• Assist with:
• Azure administration
• IT projects
• Domain management
• Network management
• Application management
• Hardware Management

Role Requirements

• 2+ years of relevant experience providing 2nd-line user support.
• High-volume Service Desk experience.
• Strong knowledge of Microsoft technologies. Active Directory, Entra, SharePoint, 365, Windows 10/11.
• Ideally, previous experience and knowledge of ticketing systems and the ITIL Framework.
• Technically inquisitive, with a proven ability to keep up to date on your own initiative.
• Problem solver with good analytical and planning skills.
• IT qualifications would be an advantage.
• Prepare, plan and implement technical solutions.
• Provide on-site & remote support up to 2nd line.
• Offer support and training to junior colleagues.
• Develop strong relationships with vendors and strive to go above and beyond SLA's.

Skills and Abilities

• Experience working in a fast-paced environment under pressure.
• Strong customer service and end-user support skills.
• IT project involvement and support.
• Microsoft technologies.
• Experience in using ticketing systems (Zendesk or similar).
• Advanced troubleshooting and multi-tasking skills.
• Excellent communication skills, both verbal and written.
• Ability to explain technical issues to non-technical stakeholders.
• Strong interpersonal and relationship-building skills.
• Highly organised with excellent time management and prioritisation skills.
• Demonstrates ownership, accountability and attention to detail.
• Professionalism and discretion when handling sensitive information.
• Proactive, responsive and results-oriented.
• Collaborative team player with a positive attitude.
• Adaptable and flexible, with a willingness to occasionally work outside normal business hours.
• Self-motivated with a commitment to continuous learning and development.
• Calm and resilient under pressure.
• Willing to support remote sites, including occasional travel when required.

Management Duties

• No