2nd Line Support Engineer - Isio : Job Details

2nd Line Support Engineer

We’re growing and want you to be a part of our journey.

Isio's IT department has 21 employees who support the company's 1,300 employees. The role requires solving urgent issues and making sure Isio’s solutions are always suitable and meet or exceed expectations. The role also involves working with third parties and communicating with the rest of the Isio organisation.

This role can be based in our Manchester or Leeds office with a hybrid workstyle.

The 2nd Line Support Engineer will handle queries and problems related to Isio’s IT systems. To fix technical issues that come from the first line, they may work on the following areas, among others:

Microsoft 365; Microsoft Azure AD; Microsoft Intune; Network Issues (Cisco Meraki); SharePoint Online; Secure Web Gateway; Virtual Machines; Azure Virtual Desktops; SOC Incidents; SAAS-based apps

Role and Responsibilities

• Support a user base of 1,300+ pension-oriented employees and support staff via telephone, service desk, and MS Teams communications.
• Work with the Head of Service Delivery and the Infrastructure Manager to resolve complex queries and issues relating to Isio’s IT applications.
• Assist with the upskilling of other IT staff members to ensure issues and queries can be resolved before being escalated to the 2nd line engineers.
• Work closely with other IT and wider Isio stakeholders to resolve issues and improve efficiencies across the organisation.
• Assist with the administration and configuration of SharePoint Online.
• Document solutions to problems to build an IT knowledge base.

Key Skills & Experience

• Excellent planning & organisational skills
• Microsoft qualifications around M365 and Azure
• Previous experience in a technical second-line support role
• Strong analytical skills and a creative approach to problem solving.
• Excellent communication skills with good customer-facing skills.
• high degree of understanding of the trends in IT and knowledge of the Microsoft stack, including Azure AD, Azure, SharePoint Online, M365, and 3rd party backup solutions.
• Windows 10/11 and Server 2016/2019 operating systems along with the Microsoft office suite
• ability to work independently and under pressure with minimal or no supervision.
• ability to travel nationally on an as-needed basis.
• An ability to work with security in mind in approach to all fixes.

Desirable

• Hands on experience with administration of Secure Web Gateway technologies (Web Filter, Web Firewall, IPS/IDS)
• keeping our systems up to date with installation of software/firmware updates in line with vendor releases whilst maintaining service availability for our staff and clients.
• TCP/IP, DNS, DHCP, Firewalls, Switches and Wireless Access Points with a focus on Cisco Meraki

Demonstrated Commitment to our Core Purpose

• Power in Partnership: We work in partnership with our clients & each other - building open and trusted relationships. Working together allows us to deliver the best for our clients.
• Future Focus: We want to push our industry forward by solving problems in better ways that benefit both our clients & society.
• Strength in Difference: We work with diverse perspectives to find better solutions. Working with differences makes us stronger.
• People First: We recognise that pensions is a people business. People are the source of Isio’s expertise and it is people’s lives that we affect through our advice.

What we offer you

Isio is a people business, and we’re committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that’ll be available to you will enable you to do this.

On top, we also offer:

• A competitive remuneration package, including a bonus scheme.
• A defined contribution pension scheme.
• Life insurance.
• Healthcare benefits.
• Income protection benefits.
• 25 days annual leave (plus bank holidays) as standard with the option to purchase additional days of holiday. As well as two additional 'Company’ days - a celebration day for your birthday and an extra day over Christmas.
• Corporate Social Responsibility (CSR) allowance
• Flexible working opportunities.
• A flexible benefits package.
• Internal development programmes including (technical and non-technical) training support and mentor programmes.
• Where required study support including study days, materials and exam entry support.

Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.