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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot complex tech issues.
- Company: Join a dynamic staffing and recruiting firm with a focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid work model, and growth in cloud technologies.
- Why this job: Make a real difference by solving tech problems and enhancing user experiences.
- Qualifications: Experience in 2nd Line Support and strong technical troubleshooting skills.
- Other info: Great opportunities for career advancement and skill development in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
The 2nd Line IT Support Analyst provides high-quality technical support, handling escalations from 1st Line and resolving complex hardware, software, and infrastructure issues. This hybrid role involves working closely with IT colleagues and attending the office two to three days per week. The position offers significant development opportunities in the cloud space, particularly with Azure, alongside involvement in service improvements, process refinement, and knowledge sharing. You will gain exposure to broader operational teams while building your technical expertise.
Key Responsibilities
- Provide high-quality second-line technical support, responding promptly and keeping users informed throughout the ticket lifecycle.
- Manage escalations from 1st Line Support, applying advanced troubleshooting skills to resolve issues involving hardware, software, and IT infrastructure.
- Escalate unresolved Incidents and Problems to engineering teams, ensuring all diagnostic steps are completed and well-documented.
- Deliver technical support both remotely and in person, including installing, configuring, and maintaining IT equipment and applications.
- Support and maintain IT assets such as PCs, laptops, printers, and other peripherals.
- Accurately log tickets and record resolutions within the service desk system.
- Work closely with 3rd line, infrastructure teams, and external suppliers on complex issues.
Skills/Experience
- Previous experience in a 2nd Line Support role or similar technical support environment.
- Strong understanding of hardware, Windows operating systems (10/11), and commonly used software applications.
- Experience managing accounts and permissions via Active Directory and Entra ID.
- Proficient in using remote support tools and service desk ticketing systems.
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connections.
Please apply!
Information Technology Support Engineer in London employer: Harvey Nash
Contact Detail:
Harvey Nash Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Information Technology Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at companies you're interested in. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews or networking events. Bring examples of how you've tackled complex issues in the past – it’ll make you stand out!
✨Tip Number 3
Stay updated on industry trends! Follow tech blogs, join forums, and participate in webinars. This not only boosts your knowledge but also gives you great talking points when chatting with potential employers.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities that might be perfect for you. Plus, applying directly shows your enthusiasm and commitment to joining our team.
We think you need these skills to ace Information Technology Support Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 2nd Line Support and any relevant technical skills. We want to see how your background aligns with the role, so don’t be shy about showcasing your expertise in hardware, software, and IT infrastructure.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about IT support and how you can contribute to our team. Mention specific experiences that demonstrate your troubleshooting skills and ability to manage escalations.
Showcase Your Technical Skills: In your application, highlight your familiarity with Windows operating systems, Active Directory, and remote support tools. We love seeing candidates who can hit the ground running, so make sure we know what you bring to the table!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Harvey Nash
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of hardware, Windows operating systems, and common software applications. Be ready to discuss your previous experiences in 2nd Line Support and how you've tackled complex issues. This will show that you're not just familiar with the tech but can also apply your skills effectively.
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've managed escalations from 1st Line Support. Think about a time when you resolved a tricky issue and be ready to walk through your thought process. This will demonstrate your advanced troubleshooting abilities and your approach to problem-solving.
✨Familiarise Yourself with Service Desk Systems
Since logging tickets and recording resolutions is key, make sure you know the ins and outs of service desk ticketing systems. If you have experience with any specific tools, mention them during the interview. This shows that you’re prepared and understand the importance of documentation in IT support.
✨Engage with the Team Spirit
This role involves working closely with IT colleagues and other teams, so be ready to discuss how you collaborate with others. Share examples of how you've contributed to team projects or improved processes in your previous roles. This will highlight your ability to work well in a hybrid environment and your commitment to knowledge sharing.
