2nd Line Support Engineer
2nd Line Support Engineer
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Job Description
Salary Range
Your opportunity
As a 2nd Line Support Engineer you will be responsible for providing technical support and assistance to our staff ensuring the smooth operation of desktop laptop and mobile devices as well as associated software applications. Your role will involve resolving escalated incidents and service requests maintaining technical documentation and collaborating with internal teams and external vendors to deliver efficient IT services. Additionally you will contribute to IT security measures and participate in problem management activities.
How you will make a difference
The successful candidate will have the opportunity to contribute to the ongoing improvement of our IT services and infrastructure supporting our firms mission to deliver highquality financial services to our clients.
You Will
- Provide timely and effective technical support for desktop laptop and mobile devices as well as associated software applications to ensure minimal disruption to our accountancy operations.
- Resolve escalated incidents and service requests in line with established SLAs utilising appropriate troubleshooting techniques and incident management processes.
- Maintain accurate and uptodate technical documentation including system configurations troubleshooting procedures and user guides.
- Collaborate with internal teams such as the IT department and other support engineers to address complex technical issues and implement improvements to our IT infrastructure.
- Liaise with external vendors and service providers to coordinate support activities escalate issues as necessary and ensure the timely resolution of ITrelated issues.
- Assist in the implementation and maintenance of IT security measures such as access controls data encryption and malware protection to safeguard sensitive financial information.
- Participate in problem management activities including root cause analysis and incident trend analysis to identify and address recurring issues and prevent future incidents.
You will be ideal for this role if:
- Previous experience in a similar role preferably within the financial or accountancy sector.
- Proficiency in supporting desktop laptop and mobile devices running Windows and/or macOS operating systems.
- Familiarity with accounting software applications such as QuickBooks Sage or Xero would be advantageous.
- Strong knowledge of ITIL service management processes including incident management problem management and change management.
- Experience using IT service management (ITSM) tools such as ServiceNow or Zendesk to log track and manage support tickets.
- Excellent communication skills with the ability to effectively communicate technical information to nontechnical users.
- Strong problemsolving skills with the ability to analyse complex technical issues and develop practical solutions.
- Proactive attitude towards learning and professional development with a willingness to acquire new skills and knowledge relevant to the role.
We know you have a lot to offer which is why we want to give you the freedom to thrive no matter who you are or what your background is. You will have every opportunity to use your creativity in how you approach your work and the support to innovate.
Inclusion diversity and talent development are a fundamental aspect of who we are and we welcome applications from candidates who share and champion these values. You will play an integral part in helping to make BKL a great place to work with a sense of belonging for everyone.
High challenge high support
If you enjoy problem solving and a fastchanging environment you will thrive in this role.
As in all BKL roles you will be able to take a flexible approach: balancing independent work with teamwork and remote working with time in the office with colleagues.
You can get an insight into life at BKL here.
Were proud to be one of the few Certified B Corporations in the accountancy sector. In joining us youll become part of a business thats committed to balancing profit and purpose.
Take your next Step
If this sounds like the role for you wed be delighted to discuss the career you could build at BKL.
Part of how well get to know you and make sure wed work well together is aptitude and psychometric testing during our selection process.
Employment Type
Full Time
