Job Description

Emeria UK operates in the residential real estate sector through its operating brands of FirstPort, Mainstay, Knight Square and Campions.

As a Second Line Support Engineer you will be contributing to Emeria\'s vision to be the leader of residential real estate services in the UK & Ireland.

Main Purpose of Job

The Second Line Support Engineer plays a crucial role in providing technical support and ensuring the smooth operation of desktop systems and applications within an organisation. This position is responsible for resolving escalated desktop-related issues, managing, and maintaining desktop infrastructure, and delivering high-quality support services to end-users.

Position in Organisation

This role reports to the IT Operations Manager

Main Responsibilities

• Provide second line support: Respond to escalated desktop support requests and incidents, troubleshoot, and resolve complex technical issues related to hardware, software, and network connectivity.
• Incident management: Act as a point of contact for end-users, ensuring timely and effective resolution of technical problems while maintaining a high level of customer satisfaction.
• Problem diagnosis and resolution: Analyse and identify underlying causes of recurring issues, develop appropriate solutions, and implement preventive measures to minimize future incidents.
• Desktop infrastructure management: Install, configure, and maintain desktop operating systems, applications, and related software to ensure optimal performance and security.
• User administration: Manage user accounts, permissions, and access rights in desktop environments, ensuring adherence to security policies and procedures.
• Documentation and knowledge sharing: Create and update technical documentation, including knowledge base articles, standard operating procedures, and user guides to facilitate efficient support and knowledge sharing within the team.
• Collaboration and teamwork: Collaborate with other IT teams, such as network administrators and system administrators, to resolve cross-functional technical issues and participate in infrastructure improvement projects.
• Stay up to date with technology: Keep abreast of emerging technologies, trends, and best practices in the field of desktop engineering to provide innovative solutions and contribute to continuous improvement efforts.

Areas of Responsibility/Accountability

• Desktop support: Timely resolution of escalated desktop incidents and service requests.
• Problem management: Identification and resolution of underlying causes to minimise recurring incidents.
• Infrastructure management: Maintenance and optimization of desktop systems and applications.
• Customer satisfaction: Ensuring high levels of customer satisfaction through effective communication and problem resolution.
• Documentation and knowledge sharing: Creation and maintenance of accurate and up-to-date technical documentation.
• Collaboration: Active participation and contribution to cross-functional IT projects and initiatives.

Qualifications

• Background or experience in IT support.
• Any relevant Microsoft certifications will be related to Desktop or Office 365 (beneficial).

Experience

• Minimum of 3 years of experience in desktop support or a similar role.
• Experience in diagnosing and resolving complex desktop-related issues.
• Hands-on experience with Windows desktop operating systems and common desktop applications.
• Knowledge of Active Directory, Group Policy, and user administration in an enterprise environment.
• Familiarity with IT service management (ITSM) frameworks and tools.

Technical Skills (If appropriate)

• Proficiency in troubleshooting hardware, software, and network connectivity issues.
• Strong knowledge of Windows desktop operating systems.
• Experience with desktop management tools, such as Microsoft SCCM and InTune.
• Understanding of networking concepts, protocols, and troubleshooting techniques.
• Knowledge of scripting languages, such as PowerShell or Bash, to automate desktop management tasks is a plus.
• Familiarity with remote support tools and ticketing systems.

The Benefits

We\'ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We\'re committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions.

If you meet the criteria for the role we\'ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.

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About The Company

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FirstPort