IT Support Engineer

We have an exciting opportunity for an IT Support Engineer to join our growing IT team based in Newark | Edinburgh or Glasgow. The primary function of this office based role is to provide 2nd line IT support to our staff based across all offices. You will also be expected to provide 1st line IT support and administration when required. This is a varied role with exciting projects. You will be working with the IT Service Desk team alongside the wider development team and infrastructure team.,

• Provide 1st line and 2nd line, hands-on, and remote support for issues raised by staff at Tetra Tech working to SLA thresholds.
• Raise incidents, service requests, changes, and problems using the Cherwell service desk tool gathering appropriate details to aid troubleshooting and resolution.
• Troubleshoot and resolve incidents, problems, and service requests escalated from 1st line service desk staff in other offices working to SLA thresholds.
• Liaise with the internal IT group to manage the ordering and distribution of office desktops, laptops, monitors, projectors, peripherals, and mobile devices for the office, so that all employees have access to the appropriate IT equipment.
• Provide basic application support for users, to show how to use the software or particular functions.
• Mentor and develop 1st line support team members.
• Providing site support to assigned regional offices, working with business stakeholders to proactively improve IT systems and support.
• Define stakeholder requirements and implement documented site support framework.
• Manage and deliver of site related projects, initiative and office moves.
• Work with the offices on fulfilling budgetary and purchasing requirement throughout the year.
• Contribute to projects as required relating to new technologies or office requirements.
• Prioritise the workload and communicate well with colleagues on agreed deadlines.
• Service desk escalation point for assigned offices.
• maximise productivity of Service Desk through training and documentation.
• Resolve tickets which are escalated to onsite support and reduce tickets to service desk through proactive support and management of systems in assigned offices.
• Ensure all work items have tickets logged and have been escalated from the Service Desk.
• Actively contribute to problem management and knowledge transfer
• Work closely with the Service Desk to give feedback on support calls and ongoing issues and managing their resolution within the Service Level Agreement.
• Liaise with and update users on the progress and resolution of their issues.
• Update systems and documentation with new information to enable the Service Desk 1st/2nd line Teams to be more efficient and resolve incidents quickly.
• Proactively identify repetitive work and report this back to the line manager with possible solutions for automation or improved efficiencies.
  
  A clear, concise, and friendly telephone/deskside manner is critical, as well as the ability to prepare written material that is understandable, and well-structured.
• Experience working in an IT support role.
• Experience working in a 2nd line IT Support line position.
• Experience working with Windows 10 / 11 in a corporate environment.
• Proficiency with PC Imaging software. Windows Deployment Server / Microsoft deployment toolkit would be of particular benefit.
• Experience using Apple iPhone /iPad products.
• An ITIL certification