Second Line Support Engineer

TL;DR

Second Line Support Engineer: Handling escalations from the Service Desk and creating automated tasks with an accent on standardisation of procedures for the Service Desk Team. Focus on maintaining documentation, educating the Service Desk in IT Best Practise and more complex technologies.

Location: Hybrid, with a minimum of 50% of your working time per month spent in the office in Manchester.

Company

hirify.global is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors.

What you will do

• Handle escalations from the Service Desk and provide 2nd line support in person and remotely.
• Identify areas for improvement within the Service Delivery Team via automation and standardisation.
• Help to plan and execute project work within Technology Services.
• Maintain documentation and educate the Service Desk in IT Best Practise and more complex technologies.
• Take ownership of technical problems and see through to resolution, even when passed to third parties.
• Collaborate with various business and technical teams to enhance overall service delivery.

Requirements

• Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
• Extended administration and troubleshooting experience of systems such as Entra/Active Directory, Windows 11, Group Policy, MS Exchange, SharePoint, Office 365, and Jira.
• Automation experience using PowerShell, coding, and APIs.
• Solid understanding of network infrastructure and protocols, with experience using network troubleshooting tools.
• Knowledge of ITIL best practices and experience in an ITIL-based environment.
• Must be able to work in the office in Manchester for a minimum of 50% of your working time per month.

Culture & Benefits

• 25 days holiday, increasing with service + buy/sell scheme + bank holidays.
• 6% Pension with matched contributions and discretionary bonus scheme.
• Health Cash Plan and discounted private healthcare.
• Regular social events and a friendly, supportive team environment.
• Learning and development opportunities tailored to you.
• Casual dress code.