At a Glance
- Tasks: Provide 1st and 2nd line IT support, resolving user issues via helpdesk.
- Company: Join a dynamic team in a regulated tech environment.
- Benefits: Enjoy a bonus scheme, private medical, and flexible working options.
- Other info: Great opportunity for career growth and skill development.
- Why this job: Make a real difference by solving tech problems for users every day.
- Qualifications: Strong knowledge of Windows, Microsoft 365, and networking essentials.
The predicted salary is between 30000 - 40000 € per year.
About the Role
Working within a small team, you’ll report to our IT Manager and will take ownership of user problems via a helpdesk, perform technical diagnosis, and fix the issue either remotely or on-site. You’ll provide hybrid 1st and 2nd line technical support and will maintain a high degree of customer service, acting as the primary point of contact for user issues whilst handling a variety of complex technical problems. You will be resolving hardware, software, network, on-premises and cloud issues and will manage system administration whilst ensuring SLA compliance within an FCA regulated business.
What You’ll Do
- Act as the first point of contact for 1st and 2nd line IT issues via our helpdesk ticketing system, communicating via phone, email, Microsoft Teams, and in-person to log and prioritise incoming requests.
- Resolve 1st and 2nd line issues first time, and where not possible, escape to the relevant team members in line with helpdesk procedures.
- Administer user accounts, permissions, and security access using AD and M365 including JML.
- Image, configure, deploy and support laptops, mobile devices, peripherals, and company infrastructure.
- Diagnose and fix basic connectivity issues, e.g. Wi-Fi, DNS, and LAN/WAN problems.
- Maintain accurate records of IT assets and access rights ensuring appropriate levels of governance and compliance.
- Administer cloud (SaaS and PaaS) applications and services as well as input into new technology decisioning.
- Input into process improvements ensuring the IT dept are always achieving operational continual development.
- Supporting users in the use of technology and equipment by providing necessary training and advice.
This role will be primarily based onsite, with some hybrid working and will require you to be onsite one Saturday morning every three weeks on a rota basis.
Your Background and Experience
You’re a self-starter with excellent communication and interpersonal skills who is comfortable dealing with a wide range of stakeholders (up to our Senior Leadership team). You’ve a strong understanding of Microsoft Windows 10/11, Windows Server, AD, Microsoft 365, Azure and Entra, and knowledge of Anti-Virus and security software. You’ll have networking experience (LAN, WAN, Wi-Fi and VPN), a good understanding of PC hardware and software set-up and configuration along with experience using an ITSM (ticketing system) at an agent level. When an issue arises, you get involved and use your initiative to prioritise your work effectively under pressure and you have the ability to take a step back and analyse/understand the issue to ensure the correct next step is taken.
Benefits
- Discretionary bonus scheme
- Electric Vehicle salary sacrifice scheme
- Pension salary sacrifice scheme
- Private Medical
- Income Protection
- Employee Assistance Programme
Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please let us know and we will endeavour to help.
1st / 2nd Line Support Engineer employer: Billing Finance Limited
At Billing Finance, we pride ourselves on fostering a supportive and inclusive work environment where our employees can thrive. As a 1st/2nd Line Support Engineer, you'll benefit from a range of perks including a discretionary bonus scheme, private medical insurance, and opportunities for professional development, all while working in a dynamic team that values your contributions. Located in a vibrant area, our company promotes a healthy work-life balance with hybrid working options and a commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land 1st / 2nd Line Support Engineer
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of Microsoft Windows, AD, and networking basics. You might get asked to solve a problem on the spot, so being prepared can really set you apart from other candidates.
✨Tip Number 3
Don’t underestimate the power of soft skills! Communication is key in support roles, so be ready to demonstrate how you handle user issues with patience and clarity. Share examples of how you've successfully resolved conflicts or helped users in the past.
✨Tip Number 4
Apply through our website for a smoother process! It shows you're serious about the role and gives us a chance to see your application in the best light. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace 1st / 2nd Line Support Engineer
Some tips for your application 🫡
Show Your Technical Skills:Make sure to highlight your experience with Microsoft Windows, AD, and M365 in your application. We want to see how you’ve tackled technical issues in the past, so don’t hold back on those examples!
Be Personable:Since you'll be the first point of contact for users, it’s important to showcase your communication skills. Let us know how you’ve effectively interacted with different stakeholders and resolved their issues with a smile.
Tailor Your Application:Take a moment to customise your application to fit the role. Mention specific experiences that relate to 1st and 2nd line support, and how you’ve managed to keep customer service at the forefront of your work.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Billing Finance Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Windows 10/11, AD, and M365. Be ready to discuss how you've resolved similar issues in the past, as this will show your practical experience and understanding of the tools you'll be using.
✨Practice Your Communication Skills
Since you'll be the first point of contact for users, practice explaining technical issues in simple terms. Role-play with a friend or family member to ensure you can communicate effectively with both tech-savvy and non-tech-savvy individuals.
✨Familiarise Yourself with Helpdesk Procedures
Review common helpdesk ticketing systems and understand the processes involved in logging and prioritising requests. Being able to demonstrate your familiarity with these procedures will show that you're ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Think about potential scenarios you might face in the role, such as diagnosing connectivity issues or managing user accounts. Prepare structured responses that outline your thought process and problem-solving skills, as this will highlight your ability to handle real-world challenges.
