Second Line Support Engineer

TL;DR

Second Line Support Engineer: Handling escalations from the Service Desk and optimizing IT service delivery through automation and standardization with an accent on complex troubleshooting and technical documentation. Focus on managing infrastructure incidents, maintaining internal systems like Active Directory and Office 365, and enhancing system reliability across the organization.

Location: Hybrid role based in Manchester, with at least 3 days per week in the office.

Company

hirify.global is a leading UK investment platform and FTSE 250 company, providing award-winning financial solutions for investors and professional advisers.

What you will do

• Handle technical escalations from the Service Desk via phone, Teams, and remote tools.
• Identify and implement improvements through task automation and standardized procedures.
• Manage technical problems through to resolution, including coordination with third-party vendors.
• Maintain system documentation and provide technical guidance to the Service Desk team.
• Administer backup and recovery operations and oversee application patching processes.
• Collaborate with cross-functional teams to enhance overall service delivery and regulatory compliance.

Requirements

• Strong proficiency in Windows 10/11 and Windows Server administration.
• Extensive experience with Active Directory/Entra, Group Policy, and Office 365.
• Practical experience in automation using PowerShell and API integration.
• Understanding of ITIL best practices in a service delivery environment.
• Proven ability to troubleshoot complex hardware and software issues effectively.
• Excellent communication skills for translating technical issues to non-technical users.

Nice to have

• Knowledge of automation software like Jenkins or AdTempus.
• Familiarity with cloud migration projects and strategies.
• Experience with network infrastructure, protocols, and database management (SQL/MySQL).
• Knowledge of Jira for incident and problem management.

Culture & Benefits

• Competitive salary with a discretionary bonus scheme.
• Choice of pension schemes with matched contributions.
• Generous holiday entitlement starting at 25 days, increasing with service.
• Health Cash Plan, discounted private healthcare, and dental plan.
• Access to personal development programs and skills workshops.
• Casual dress code and regular social events.