Novacroft is seeking an IT 2nd Line Support Engineer serving as a vital member of the IT Team.
We are looking for an Engineer with good all-around Google apps and Windows troubleshooting skills to work via a service desk on both internal and external issues.
Our 2nd Line Support Engineer will:
- Have proven experience in a 2nd line role, with confidence in acting as a mentor to 1st line team members
- Deliver advanced 2nd line support, diagnosing and resolving complex hardware, software and networking issues.
- Be a highly collaborative team player with a willingness to work flexibly to support the wider IT department including covering 1st line duties.
- Maintain and create technical documentation and knowledge base articles to assist 1st line team members in swift resolution of incidents.
- Take ownership of user issues, proactively communicating with users and escalating to 3rd line support when necessary.
Our new 2nd Line Support Engineer will report to the Chief Compliance Officer.
This role will be based in Brixworth at our Brixworth Office, Northampton
Previous experience working in a site-based IT support role is essential, specifically with a minimum pedigree of at least two years in 2nd line technical support.
Key Responsibilities
Networks
- Managing and troubleshooting VLANS
- Managing and troubleshooting DHCP Scopes and Reservations
- Router and switch configuration
- Firewall rules
- Managing and troubleshooting WiFi networks, including AP configuration
- DNS management and troubleshooting
Virtual Machines
- Creating and managing VMs at the hypervisor level
- Managing and troubleshooting virtual networks, vNICs etc.
- Managing hypervisor storage
- Hypervisor patching and vulnerability management
Windows Server
- Management and troubleshooting
- Patching
- Vulnerability Management and Endpoint Protection
- Monitoring
- Managing and troubleshooting roles, including File and Print
Linux Servers
- Management and troubleshooting
- Patching
- Vulnerability Management and Endpoint Protection
Active Directory
- Creating, managing and troubleshooting Group Policy Objects (GPO)
- User and group management
- OU management
- Managing and troubleshooting Entra ID synchronisation
Entra ID
- User and group management
- Managing and troubleshooting Enterprise Applications and App Registrations
- Managing and troubleshooting Conditional Access Policies
- Managing and troubleshooting MFA
End User Compute
- Device imaging and build
- Device management and hardware troubleshooting
- Application management and troubleshooting (including Microsoft Office)
- Patching
- Vulnerability Management and Endpoint Protection
- Troubleshooting MFA (e.g. Windows Hello)
- Printer configuration and troubleshooting
Azure
- Managing and troubleshooting Azure Virtual Desktop & Hostpools
Technical Support Delivery
- Efficiently driving support cases through to successful resolution in a timely manner
- Regular communication with users to keep them updated on support case progress
- Point of contact for support cases escalated from 1st line support
- Participation in an Out-of-Hours on-call rota
- Creating and maintaining technical and process documentation
Skills & Experience Required
Essential
- Networking
- TC/IP
- DNS
- DHCP
- Routers
- Switches
- Windows Server
- 2016 through 2025
- Active Directory
- Windows Security
- File & Print
- Windows Desktop
- Windows 11
- Entra ID
- Conditional Access Policies
- MFA
- Endpoint Protection & Vulnerability Management
- Anti-Virus and XDR
Desirable
- Azure
- Azure AZ900
- Linux
- Ubuntu 22.04 & 24.04
- Virtual Machines
- Hyper-V and VMware
Personality traits
- Maintaining a courteous, friendly, and professional service always ensuring the highest levels of customer service
- Excellent interpersonal skills and communication skills, both written and verbal
- A friendly, confident, and professional manner both face to face and over the phone
- An enthusiastic, reliable, and proactive approach with a ‘do it right first time’ attitude to support
- Strong attention to detail with well-developed problem-solving skills
- Time management skills with the ability to prioritise effectively
- Self-motivation with the ability to work alone and as part of a team
- A keen desire to learn new skills and invest in personal development
Rewards
- A collaborative, creative working environment
- Rewards platform with 1000s of High Street Discounts
- Employee Assistance Programme, including 24hr Mental health Wellbeing support.
- Time off for volunteering
- Company auto enrolment pension scheme
- Generous holiday entitlement, with an extra day for each year of service (up to five years)
- Get your birthday off!
If you're interested in this opportunity and would like to hear more then please get in touch!
Job Types: Full-time, Permanent
Pay: £35,000.00-£38,000.00 per year
Benefits:
- Bereavement leave
- Employee discount
- On-site parking
Application question(s):
- Can you please confirm that you can commute to Northamptonshire, Brixworth five days a week Mon - Fri
Work Location: In person
