1st & 2nd Line IT Support Engineer

Contract | Hitchin (On-Site) | £200 per day | Immediate Start

A well-established construction organisation is seeking an experienced IT Support Engineer to join its IT team on an initial contract through to Christmas, with the possibility of extension.

This role has arisen to provide additional support within a lean IT department during a busy period. The successful candidate will be expected to contribute from day one, providing high-quality 1st and 2nd line support with minimal training and supervision.

The Role

Working within a small, busy support function, you will be responsible for resolving IT issues through the service desk, supporting users across the business, and assisting with escalated incidents.

Key responsibilities will include:

• Providing 1st and 2nd line technical support
• Managing and resolving incidents via the ticketing system
• Supporting escalated technical issues
• Delivering support via phone, email and desk-side assistance
• Carrying out routine IT administration tasks
• Maintaining excellent customer service standards
• Supporting the wider IT team during a busy operational period
• Assisting with Microsoft 365 and Windows-based technologies

Technical Environment

• Microsoft 365
• Windows desktop and laptop estate
• ManageEngine ServiceDesk
• ManageEngine Desktop Central
• Approximately 450 end users

About You

You'll be an experienced IT Support Engineer who is comfortable working independently and can quickly become productive in a fast-paced environment.

Essential skills and experience:

• Proven experience in a 2nd Line IT Support or Desktop Support role
• Strong troubleshooting skills across Windows and Microsoft 365 environments
• Experience working within a ticket-driven support function
• Excellent customer service and communication skills
• Ability to prioritise workload and manage multiple support requests
• Comfortable supporting users over the phone, via email and in person
• Available to start immediately or at short notice

Desirable:

• Experience with ManageEngine ServiceDesk
• Experience with ManageEngine Desktop Central
• Experience supporting multi-site organisations

The Team

You'll join an IT department of eight people covering support, cyber security, development, infrastructure and site engineering. While you'll be part of the wider technology function, your primary focus will be supporting the core IT support team.

Location & Working Hours

• Hitchin (100% on-site)
• Monday to Thursday: 9:00am to 5:30pm
• Friday: 9:00am to 5:00pm
• One-hour lunch break