At a Glance
- Tasks: Provide IT support and optimise systems for a dynamic team.
- Company: Join Progeny, a forward-thinking company with a collaborative culture.
- Benefits: Enjoy hybrid working, professional development, and a supportive team environment.
- Other info: Great career growth opportunities and a chance to study for professional qualifications.
- Why this job: Make a real impact by solving IT challenges and enhancing team performance.
- Qualifications: Experience in IT support and knowledge of MS Server and networking essentials.
The opportunity
As a Second Line IT Support Engineer you will help and support a wide range of team members with any IT issues and support the IT Team in maintaining Progeny’s IT network, servers, and security systems, critical to the continuous growth of the business.
Reporting to the IT Support Team Leader, you will collaborate, organise, and maintain crucial elements of Progeny’s infrastructure to ensure it is effective in supporting our teams to deliver world-class client service. Utilising your excellent interpersonal skills, you will serve as a key point of contact for team members across multiple global locations to manage incidents and requests, developing great rapport and providing outstanding service. You will also use your previous technical experience to delve into analysis work, aiming to optimise our network and systems to support Progeny’s current goals and ambitions for the future.
What you will do
- Responsible for First and Second Line IT support.
- Application support for company platforms.
- Diagnosing and resolving technical issues.
- Serve as a key point of contact for Progeny team members seeking technical assistance over the phone, email, or in person.
- Provide general hardware and software support to team members.
- Undertake analysis, diagnosis, and resolution of a variety of problems ranging in complexity.
- Work to SLA thresholds for incidents, requests, and problems.
- Manage several open Incidents/Problems and mini projects simultaneously.
- Systems & Performance monitoring.
- Carrying out daily checks on the company’s infrastructure systems.
- Configure and install new IT equipment and software.
- Networking including AD/DNS + Group Policy.
- Trend Analysis and Problem Management.
Location
We operate hybrid working enabling home and office working, allowing you to balance your personal responsibilities/interests and connecting with your colleagues. This role can be based at any of our office locations.
Experience
About you
- Previous experience working in a similar role.
- Experience using MS 365, MS exchange online, SharePoint & Azure.
- Experience using MS Server 2016 R2 onwards.
- Experience using MS Windows 10, 11, macOS.
- Experience of using a range of ticketing systems, Freshservice or VSA X is desirable.
Knowledge
- MS Server 2016 + beyond is essential.
- Networking fundamentals (TCP/IP, DNS, DHCP).
- Knowledge of a range of networking hardware (switches, servers, routers etc.)
Skills and qualities
- Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
- Excellent organisational skills.
- Ability and desire to work as part of a team to achieve quality standards, and time effective outcomes.
- Ability to work on own initiative.
- Ability to prioritise, manage and perform under pressure.
- Good attention to detail and with a keen eye for detail.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
- Highly skilled MS Office suite user.
- Willing to work flexibly, with enthusiasm.
- Ability to travel and work in different offices as required.
What Success Looks Like
- First 30 days: Become integrated well with the other members of the team and have a good understanding of our most important applications and systems. Work on incoming support tickets alongside/ with the assistance of other members of the IT Support Team.
- First 90 days: Become a well known and valued member of the IT Support Team with a deep understanding of most of our important applications and systems. Work independently and confidently on First and Second line support tickets (with assistance from the team when required) and work to our daily average ticket targets alongside the rest of the team.
- First 365 days: Attain a working knowledge of the company’s systems and applications in line with our other Second Line IT Support engineers. Begin focusing on company funded personal development through third party certification. Work alongside other members of the IT Support and Infrastructure teams on non-ticketed long-term projects.
Development Opportunities
- Be surrounded by a supportive team
- Develop your knowledge
- Study for a relevant professional qualification and/or certificates
- Growth opportunities available within the team
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Second Line IT Support Engineer in Leeds employer: Progeny
Progeny is an excellent employer that values detail-oriented professionals and fosters a collaborative work culture in Nottingham. With a strong commitment to employee growth, we offer ongoing training and development opportunities, ensuring our team members thrive in their careers while making a meaningful impact in trust administration. Join us to be part of a dedicated team that prioritises client relationships and compliance, all within a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line IT Support Engineer in Leeds
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Progeny values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Progeny might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Progeny!
✨Direct Apply to Progeny
Let's not forget to apply directly through the Progeny website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Second Line IT Support Engineer in Leeds
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Progeny.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Progeny. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Progeny
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
