2nd Line IT Helpdesk Engineer
2nd Line IT Helpdesk Engineer – Job Brief
Job Reference: 19-04
Contract Type: Permanent, Full time
Practice Areas: IT, Infrastructure, Engineering, Aerospace, Defence
Experience: 2-3 years+
Salary: £22,000 - £27,000 depending on experience
As a result of Inzpire’s continued success and business expansion, an exciting opportunity has arisen to join our IT team as a 2nd Line Helpdesk Engineer. Our IT team looks after all elements of Inzpire’s information systems and provides a broad range of services covering infrastructure, comms, collaboration, enabling services, information assurance and various customer-facing services. You will be working at the front-line of the helpdesk team, supporting a recently established Service Management System, through ITIL-based processes and workflows. Led by our Senior Helpdesk Engineer, you will be fulfilling changes across Inzpire for both local and remotely based users and may also be involved in the service pipeline process or helping to establish and launch new services.
Our IT team is often tasked with the provision of technologies and capabilities that might not normally be required for businesses of our size and in so doing you will be working with a broad and often leading-edge collection of technologies, together with the more established staples of our industry.
Experience and knowledge of MS Server environments is a must as is familiarity with Windows 8.1 and Windows 10. Experience in the management of mobile devices and with Android would also be beneficial. Your ability to work with non-IT colleagues and specialists alike, together with your creativity and tenacity will be highly prized; one of your key priorities will be to make sure our colleagues understand the systems they use and the best ways of working with them. From time to time you may also cover the duties of other team members due to absence or lack of availability, in order to maintain basic helpdesk functions and day to day operations.
In your role you will need to:
- Provide technical support; answering support queries either onsite, via phone or email in accordance with ITIL best practices.
- Ensure that all endpoints are patched and compliant with applicable standards and regulations. Familiarity with Cyber Essentials will be useful.
- Set up and configure new laptops/mobile phones. Work with build images, manage build plans and ensure good configuration management.
- Diagnose and resolve technical faults both locally and remotely.
- Ensure that a high level of customer service and support is provided to all internal and external customers.
- Take ownership of the helpdesk tickets allocated to you and escalate those tickets as required.
- Share responsibility for managing backups and tape rotation.
- Maintain our asset database and ensure that it’s kept up to date.
- Set up new user accounts in AD and their associated mailboxes.
- Support and maintain servers and laptops with Microsoft operating systems.
- Attend internal and external courses when required.
As a visible and accessible point of contact for our internal customers, it is essential that you have a ‘can-do’ attitude and have experience in a customer facing or service environment. You will need to manage your own workload as delegated through our helpdesk but also be proactive in identifying those tickets that fit with your skillsets and experience. Correspondingly, you will benefit from additional training (internal and external) to allow you to develop your knowledge and experience. You will work well independently and as part of a team and you will be a problem solver at heart, able to bring to bear a structured approach with good diagnostic and logical abilities.
Due to the nature of elements of the role, the successful applicant will be required to complete National Security Vetting to Security Check (SC) level which will require criminal record, Security Service and credit reference checks. In addition, UK residency of at least 5 years will normally be required.
The post is primarily based in Lincoln but the Company may require the successful candidate to travel occasionally to other sites within the UK in discharge of their duties. A UK driver’s licence is therefore required. Provided that the responsibilities of the role are delivered, the incumbent will have considerable freedom to work in accordance with their own discretion and the Company’s best interests. At Inzpire, people are judged by commitment and results rather than convention.
If you pride yourself on personal accountability, want a role where there is nowhere to hide, but plenty of space for you to stand out, and you are looking to forge a successful career in a dynamic expanding company, this is the role for you. In return we offer a generous benefits package that includes 30 days paid holiday plus 8 days Bank Holidays per year; private medical insurance; private dental insurance; death in service and business travel insurance; company contributions into a Group Personal Pension Scheme; funded role specific training; financial assistance with Continuing Professional Development courses; and an annual Profit and Performance Related Pay scheme. The Company also participates in tax efficient Cycle to Work and Charitable Giving schemes.
If you have the required background and are interested in joining a high performing team supporting the delivery of exceptional award-winning aviation products and services to our customers, we would be delighted to hear from you.
Inzpire Limited is a highly innovative and rapidly growing technology company who design, develop and deliver some of the world’s most advanced aviation related training, products and services from our modern office in Lincoln. We have been a Sunday Times ‘100 Best Small Companies to Work For’ employer for each of the last 4 years and in April 2014 Her Majesty the Queen graciously awarded Inzpire the UK’s highest business award, the ‘Queen’s Award for Enterprise in Innovation’ in recognition of our outstanding GECO family of high integrity, app based aviation tablet products. We have been crowned as the ‘Most Innovative Company in the East Midlands’ by the Government’s ‘Business is Great’ campaign and won both the ‘Product of the Year’ and ‘Global Ambitions’ awards at the 2017 Lincolnshire Digital & Tech Awards.
Our team consists of very experienced and highly capable aviators together with outstanding software developers, engineers and commercial staff working together in a friendly, focused Small to Medium Enterprise with a mature ‘can do’ work ethic. Our central business functions are located in an easily accessible, bright, modern Head Office to the West of Lincoln alongside our Mission Systems team while the majority of operational specialists within our managed services divisions are embedded alongside our military customers.
We genuinely recognise the benefits of a diverse and inclusive working environment and are also a proud and supportive signatory of the Armed Forces Covenant.