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Job Title: Tier 2/3 Help Desk Engineer

We are seeking a highly motivated and skilled L2 Helpdesk Engineer to join our IT support team. As an L2Helpdesk Engineer, you will be responsible for providing technical assistance and support to end-users within our organization. You will play a crucial role in resolving technical issues, ensuring the smooth operation of IT systems, and delivering exceptional customer service to our employees.

Roles & Responsibilities:

· Respond to and resolve IT support requests via various channels such as email, phone,and ticketing system.

· Diagnose and troubleshoot technical issues related to software, hardware, network connectivity, and application usage.

· Provide timely and accurate solutions to end-users while maintaining a high level of professionalism and customer service.

· Escalate complex issues to L3 support or appropriate teams, ensuring efficient problem resolution.

· Collaborate with cross-functional teams to contribute to IT projects and initiatives, such as system upgrades and deployments.

· Perform system administration tasks such as user account management, password resets, and access control.

· Set up and configure end-user devices including laptops, desktops, and Apple MacBooks.

· Utilize remote support tools to assist end-users and resolve issues remotely.

· Maintain accurate records of support interactions and resolutions using ticketing systems like ServiceNow and JIRA.

· Assist in creating and updating IT documentation, knowledge base articles, and standard operating procedures.

· Stay up-to-date with the latest technology trends and developments to provide effective support.

Expected Skills:

· Proficiency in Helpdesk ticketing systems such as ServiceNow and JIRA.

· Strong knowledge of Microsoft 365 suite including Outlook, Word, Excel, Teams, and SharePoint.

· Experience in troubleshooting end-user computing devices such as laptops, desktops, and Apple MacBooks.

· Familiarity with mobile device management (MDM) tools, preferably JAMF.

· Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.

· Effective communication skills, both written and verbal, with a strong customer-centric approach.

· Basic understanding of network principles, protocols, and connectivity troubleshooting.

· Ability to work independently and prioritize tasks in a fast-paced environment.

· Strong attention to detail and commitment to maintaining accurate records.

· Adaptability to learn and support new technologies as the IT landscape evolves.

Qualifications:

· Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).

· Previous experience in an L1 or L2 Helpdesk support role.

· Relevant certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar certifications are a plus.

What’s in it for you?

• Career progression opportunities in a fast growing business
• Flexible working post-training (4 days a week in office, 1 day at home)
• 22 days annual leave plus bank holidays, this increases with your service
• Enhanced Maternity and Paternity Pay
• Employee referral scheme and bonuses
• Free breakfast, fresh fruit and tea & coffee provided daily
• Part of Manchester Liftshare Community platform
• Exclusive access to PerkBox, a portal that offers retail discounts for stores such as ASOS, H&M, Adidas and freebies such as free drinks at Café Nero, learning perks, insurance savings and discounted gym memberships. Gain access to wellness resources such as online workouts and yoga, meditations, and hypnotherapy sessions
• Internal employee recognition schemes such as employee of the month and end of year awards
• Employee Assistance Program providing up to 4 sessions of structured counselling and access to a variety of wellbeing resources including webinars, Health Checks, and podcasts
• Social events and regular engagement activities, such as Christmas and Summer parties, in office events and competitions!

If you can bring enthusiasm, tenacity and a professional approach to work then apply today.

Applicants must be UK residents and possess the right to work in the UK. DA Languages is committed to the elimination of discrimination, be it direct or indirect, and will actively work with our staff and clients to ensure the equality of treatment for all, irrespective of age, gender, marital status, race, ethnic origin, nationality, disability, sexuality, or religion.

Please note, a passed DBS check is required for the role.

Job Types: Permanent, Full-time

Salary: £33,000.00-£39,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Paid volunteer time
• Referral programme
• Store discount
• Transport links
• Work from home

Schedule:

• Monday to Friday
• No weekends

Education:

• Bachelor's (required)

Experience:

• Help desk: 2 years (required)

Work authorisation:

• United Kingdom (required)

Ability to Commute:

• Manchester (required)

Work Location: Hybrid remote in Manchester