IT Helpdesk Engineer - Aberdeen, United Kingdom - Thorpe Molloy McCulloch Recruitment Ltd

Description

TMM Recruitment is partnering with a global provider of software and technology services to source an IT Support Engineer with strong experience in a comparable position to join the team in Aberdeen on a permanent basis.

As a 2nd Line IT Support Engineer, you will be a part of the company's expanding operations and a key member of our response team supporting our clients SaaS platform.

Your primary responsibilities will involve diagnosing and resolving complex technical issues that cannot be addressed by first-line support.
Responding to escalated technical inquiries from first-line support or end-users, identifying and diagnosing complex IT-related issues. Taking ownership of IT incidents, service requests, and problems escalated to the second line of support.


Technical Support:

Providing guidance and supporting to first-line support personnel, sharing your knowledge and expertise to assist them in resolving more complex technical issues.

Collaborating with other IT Teams, such as network administrators and system administrators, to achieve swift problem resolution.


User Training:

Conducting training sessions or workshops for end-users, helping them understand common technical issues, best practices, and how to utilise various IT resources effectively.

Hardware and Software Maintenance:
Installing and configuring software applications and updating licenses as needed.


Performance Monitoring:
Monitoring system performance and proactively identify potential issues to prevent downtime and optimising IT resources.
First and Second Line IT Support for all internal end users.

System Configuration and Administration:
Assisting in configuring and maintaining computer systems, servers, and network devices. Sharing this knowledge with the IT Team to enhance overall support capabilities.

Hardware and Software Maintenance:
Installing and configuring software applications and update licenses as needed.


IT Security:

Collaborating with the IT Security Team to identify and address security vulnerabilities, ensuring that systems and data remain protected from potential threats.

Liaising with DevOps and the Engineering Teams to troubleshoot issues and ensuring that IT infrastructure is aligned with internal DevOps functions.

Participating in a weekly on-call rotation to provide after-hours support and addressing critical IT issues as they arise.
Strong experience in solving technical issues (preferably working in IT support, application support or software support).
Excellent telephone manner, experience working with customers on the phone.


Email: