1st/2nd Line Support Engineer

We are looking for a 1st / 2nd line Support Engineer to join our team. This will be an opportunity to experience a broad range of activities and enhance your skills across multiple technologies.

This role offers you the ability to drive significant efficiencies, automation, and new ways of working for many of our internal processes, and provides flexibility for personal development and growth.

The working environment is one of constant change and reactiveness as we seek to continue to build our brand and be seen as a market leader. We are therefore looking for flexible, adaptable people who can contribute to building creative solutions as well as maintain a stable daily operation. You may be required to work across multiple Internal IT related activities within Service and Support.

What’s on offer? 

Planixs do everything to support their people and offer an extensive benefits package including:

• Competitive Salaries
• 25 days holiday
• Extra day off on your birthday!
• Pension
• Life Assurance
• Private Medical
• MediCash Plan
• Cycle to work scheme
• Flexible working
• City Centre office

Key responsibilities

• 1st / 2nd line support, investigate, escalate and resolve issues within agreed SLA’s & OLAs.
• Build of desktop infrastructure & virtualized desktops for Windows and Linux environments.
• Liaising with suppliers & internal team for delivery & ongoing maintenance of IT equipment.
• Creation and management of accounts, user access rights, roles and permissions.
• Responding to and managing work requests throughout their lifecycle, ensuring all Internal IT needs are captured and managed via Support tickets, and regular customer contact.
• Taking ownership of Internal IT, looking for improvements and opportunities for maturity.
• Tracking & controlling all IT hardware (& some software licenses) in an Asset Register tool.
• Creation & maintenance of IT Knowledge Base articles, how-to guides & Confluence spaces.
• Involvement in Projects where required, particularly internal Planxis Service Improvements.
• Contributing to the Service & Support Departmental Strategy & reporting on own area.
• Operating activities according to policy & processes & contributing to developing these.
• Dealing with unique support needs via collaboration, teamwork & discovering solutions.
• Working closely with Head of Service & Support, DevOps Teams & others, picking up additional skills & knowledge for a ‘shift left’ approach from 2nd/3rd line to Internal IT.
• Acting as a ‘Champion’ for our new Planixs starters, ensuring seamless staff onboarding.
• Delivering great customer service and going above and beyond for our teams.

Knowledge, skills & qualities 

• Experience working in a support environment, managing issues, queries, & work requests.
• A desire to identify improvements & solutions to challenges to help us to continue to grow.
• Proactive approach to problem solving.
• Strong communication skills with staff all levels of an organisation, including VIPs.
• Broad technical capability, with experience of a range of systems, including Windows, Linux,
• Google Platforms & Apple, ideally with knowledge of contemporary web-based applications.
• AWS Cost control
• Experience using HelpDesk/ITSM ticket management software & ideally Atlassian products.
• Demonstrable workload organisation skills; able to manage own time & tasks effectively.
• Understanding & application of associated processes including (but not limited to):
• Asset Management
• Access Management
• IT Security
• HelpDesk
• Request Fulfilment
• Exposure to related disciplines supporting Internal IT infrastructure & network capabilities, such as DR/BCP, Event Management, backup & recovery, supplier, capacity & availability.
• Familiarity with current market rates for software licenses & hardware assets & peripherals.
• Self-sufficient, disciplined & able to work productively, between the office & remotely.
• Able to juggle multiple work items, potentially across tools, and with conflicting priorities.
• Adept in researching & investigating remedies to support needs which may be non-standard.
• Knowledge of IT hardware asset lifecycle, from procurement to audit, disposal & recycling.