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We are looking for an ambitious and hard-working IT professional with experience of providing all levels of user support, as well as system maintenance and upgrades to join our team in Derby.

Reporting to the Head of IT and supported by a first-class outsourced IT service provider and our in-house team, you will provide support services for over 170 staff located across two sites and remote locations.

This role requires a proactive and hands-on approach as we heavily rely on our IT systems to conduct day-to-day trading activities, which are fundamental to the success of the firm.

The role of the Second Line IT Support Engineer covers a wide range of activities, including:

  • Reactive issue solving and management
  • Liaising with external suppliers with regards to technical escalations
  • New user setup and upgrades
  • Execution of daily preventative tasks and reports
  • Proactive process and IT resilience improvements
  • Involvement with projects covering the full spectrum of the organisation’s IT infrastructure
  • Maintenance of asset management records
  • Specification and ordering of IT hardware and software
  • Assisting the IT team with project management
  • Use of the mobile device management system
  • Setting up IT equipment for internal and external use

Personal traits

  • Have excellent communication skills, both written and verbal
  • Be confident and have a proactive attitude
  • Possess exceptional interpersonal skills, demonstrating professionalism in all dealings
  • Be able to demonstrate high levels of initiative and motivation, but also be able to work closely with other team members to establish a trusting working relationship
  • Have the ability to manage assigned tasks in an assertive, efficient and timely manner
  • Be able to multi-task and keep calm under pressure
  • Have a full UK driving licence
  • Be a good team player
  • Have excellent attention to detail

Industry experience

  • Experience in a first and/or second-line support role, dealing with users at all levels
  • A minimum of three years of IT support experience
  • Knowledge of network-level troubleshooting
  • The ability to liaise with third party suppliers and effectively manage escalation processes

Software knowledge

  • Microsoft Active Directory services
  • Microsoft Exchange administration panel
  • Windows 10 and Microsoft Office 365 products
  • Office 365 administration panel
  • Microsoft Azure Backup
  • AV products
  • Citrix administration panel
  • VMware
  • HP or Cisco routing and switching software
  • Mimecast administration panel
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