This document describes a job posting for a second line IT support engineer position. The role involves providing timely technical support to users, ensuring smooth operation of computer systems, diagnosing and solving hardware/software issues, and monitoring and maintaining networks. Responsibilities include installing and configuring systems, troubleshooting problems, and assisting with IT projects. The ideal candidate will have strong communication skills, experience supporting Windows and Apple systems, and the ability to solve problems under pressure while managing multiple priorities.

1. 01491 411020
www.abrs.com info@abrs.com
2
nd
Line IT Support Engineer
An excellent opportunity has arisen for an outstanding 2
nd
Line IT Support Engineer to secure a position within
one of the top IT company’s on the planet. As a leading provider of software systems across the world the we
will give the 2
nd
Line IT Support Engineer the chance to work on a range of infrastructure and software projects
in a vibrant and challenging environment.
£30,000 Permanent
About the role
Responsible for providing timely support to users, ensuring the smooth running of computer systems and
ultimately ensuring users get maximum benefits from them. You will monitor and maintain the computer
systems and networks, install and configure computer systems, diagnose hardware/software faults and solve
technical and applications problems, either over the phone or in person. The successful 2
nd
Line IT Support
Officer will be ambitious, highly motivated and have superb communication skills.
Responsibilities
 Ensure that appropriate and timely computer systems support and advice is provided to staff to
enable them to use the systems efficiently to do their work
 Installing and configuring computer hardware, operating systems and applications
 Monitoring and maintaining computer systems and networks
 Talking users through a series of actions, either face to face or over the telephone
 Troubleshooting system and network problems and diagnosing and solving hardware/software
faults
 Replacing parts as required
 Providing support, including procedural documentation
 Following diagrams and written instructions to repair a fault or set up a system
 Routine checking of backups
 Telephony administration
 Support for Video Conferencing
 Checking of logs and other information tools
 Produce KPI reports for management
 Supporting the roll-out of new applications
 Setting up new users’ accounts and profiles and dealing with password issues
 Responding within agreed time limits to call-outs
 Working continuously on a task until completion (or referral to third parties, if appropriate)
 Prioritising and managing many open cases at one time
 Assist in the planning and implementation of IT projects, including research and reporting, to
ensure that IT projects are completed efficiently, are relevant to business needs and take
advantage of developments in information technology
 Assist with the implementation of policy and strategy for information technology and computer
systems as directed by the manager to ensure that staff and computer systems comply with
legislative and organisational requirements
 Actively participate in and contribute to an ongoing process of supervision, team meetings,
general staff meetings and professional develop
 and professional development strategies to ensure your work is consistent with organisational
goals and to provide input using your technical expertise
 Perform other duties to assist with the work of the unit as requested by the Manager (or
designate)
 Demonstrated high-level client service skills
 Proven high-level verbal and written communication skills, including the ability to communicate
to users at all levels
 Demonstrated capacity and expertise to provide effective computer and network support

2. 01491 411020
www.abrs.com info@abrs.com
 Experience supporting computers and networking including Microsoft Windows Operating
Systems and Microsoft applications
 Demonstrated ability to install and maintain computer hardware and software
 Experience supporting Apple hardware and software
 Strong problem solving skills and ability to anticipate future requirements and suggest solutions
 Flexible and willing to undertake a wide variety of challenging tasks
 Proactive, result oriented and resilient with an ability to work under pressure to tight deadlines
and juggle multiple priorities
 Technical knowledge of a wide range of systems and technologies
 Relevant IT qualification or equivalent industry-gained experience
Essential Skills & Experience
Demonstrated high-level client service skills
Proven high-level verbal and written communication skills, including the ability to communicate to users
at all levels
Demonstrated capacity and expertise to provide effective computer and network support
Experience supporting computers and networking including Microsoft Windows Operating Systems and
Microsoft applications
Demonstrated ability to install and maintain computer hardware and software
Experience supporting Apple hardware and software
Strong problem solving skills and ability to anticipate future requirements and suggest solutions
Flexible and willing to undertake a wide variety of challenging tasks
Proactive, result oriented and resilient with an ability to work under pressure to tight deadlines and juggle
multiple priorities
Technical knowledge of a wide range of systems and technologies
Relevant IT qualification or equivalent industry-gained experience
Preferred Skills & Experience
Good understanding of broadcast and TV technologies
ITIL v3 Foundation
MCSE/MCSA/MCTS
Windows 7
Mac OS
Linux
Cisco
Polycom
Video Conferencing
Remedy