What's the role about?
IT Support Engineer - Tier 2
Full time, Permanent
Salary: up to £40,000 per annum + annual company bonus
Working: Monday to Friday, 35 hours per week
Location: Farringdon, London EC1R (On-site)
Onboarding: Initial training at Winnersh HQ, Berkshire RG41 (Travel Expenses/Accommodation paid)
As an IT Support Engineer at Smollan, you will be the backbone of our Farringdon office's technical operations. This isn't just about closing tickets; it's about providing high-touch service, identifying trends to prevent future issues, and acting as a technical escalation point within our Helpdesk team. You'll have the autonomy to work solo on projects while remaining a vital part of a collaborative national team.
What You'll Be Doing
- Service Excellence: Manage the full lifecycle of IT tickets, ensuring all issues are resolved or escalated within SLAs while keeping users updated.
- Technical Support: Install, maintain, and troubleshoot hardware (PCs, Laptops, Printers) and software environments.
- Infrastructure & MDM: Use Microsoft Intune for device deployment and manage Active Directory (On-prem & Azure) environments.
- Process Improvement: Identify recurring technical "pain points" and recommend procedural changes or documentation updates to provide long-term solutions.
- Connectivity: Support and maintain LAN/WAN (TCP/IP) networking to ensure zero downtime for the team.
What You Will Bring
- Technical Stack: Deep knowledge of Windows 11, Microsoft 365/Azure, and Apple MacBooks.
- Mobile Device Management: Hands-on experience with Intune for deploying laptops and mobile devices.
- Customer First Mindset: The ability to communicate complex technical issues to non-technical users of all seniority levels.
- Problem Solving: A sharp, analytical mind that looks for "root causes" rather than just "quick fixes."
- Networking: A solid grasp of LAN/WAN and TCP/IP configurations.
- Bonus Points: Experience working within an ITIL framework
- Familiarity with Google Workspace administration.
What We'll Offer You
- Competitive salary + annual company bonus
- 24 days annual leave + bank holidays (increasing 1 day per year up to 29 days)
- Benefits include: Pension (4%), Medicash, Life Assurance, Electric Vehicle Scheme, GymFlex, WeCare ERP, Perkbox, Taste Card.
- Ongoing support to enable you to fulfil your role to the best of your potential.
- Opportunity to work in a dynamic and innovative environment.
- Career growth and development opportunities.
- Supportive and inclusive company culture.