IT 2nd Line Support Engineer
Job Description
- Kidlington
- Full-time
- Perm
- 40 hours per week
THE POWER OF NOW
Fortescue Zero’s mission is to be the world leader in zero emission power systems. We are developing and manufacturing the technologies needed to decarbonise our planet. We are expanding across the geographies of UK, US and Australia and becoming a global company. As part of Fortescue, our vision is to be the number one integrated green technology, energy, and metals company.
An opportunity has arisen for an IT 2nd Line Support Engineer to join the IT department in a rapidly expanding and exciting work environment.
About The Role
To provide 2nd line support across a range of IT incidents and service requests, escalating issues outside of the scope of this role to 3rd line teams and managers accordingly. 2nd line engineers will also be expected to provide guidance and assistance to 1st line colleagues where required. 2nd line engineers should also expect to be involved in physical support requirements for infrastructure including acting as “smart hands”, supporting AV issues and acting as a backfill for site engineers when needed.
What You Will Do
- Manage and resolve incidents and service requests escalated by 1st line engineers in a timely manner, further escalating to 3rd line support teams and/or 3rd party support providers where necessary.
- Provide solutions for business requests within the guidelines of IT best practice and security guideless.
- Assist with the installation, configuration, and maintenance of IT equipment and software and enterprise applications.
- Monitor system performance and proactively identify potential issues.
- Maintain accurate records of all support requests and resolutions using the company’s ticketing system.
- Support VIP stakeholders as required
- Collaborate with other IT team members to implement and improve IT processes and procedures.
- Participate in IT projects and initiatives as required.
- Support additional service requirements where practicable and directed.
About You
- Proven IT support experience – Essential
- Strong knowledge of Windows (inc. Active Directory), MacOS, Android and iOS operating systems configuration and management – Essential
- A working knowledge of cyber security principles and controls – Essential
- Experience with Network troubleshooting – Desired
- Experience with M365, Azure and EntraID – Desired
- Understanding of basic IT hardware including backend enterprise infrastructure – Desired
- Good communication (written and verbal) skills and demonstratable experience working with a wide range of stakeholders – Essential
- Ability to work independently and as part of a team. – Essential
- Excellent problem-solving skills and attention to detail. – Essential
- Alignment and understanding of the ITIL framework and ITIL best practice – Desired
What is in it for you?
Our typical hybrid roles at Fortescue Zero require 3 days in the office and 2 from home, making the ability to commute to the stated office location for the required days essential.
- Fortescue Zero bonus scheme
- Aviva Pension
- Group Life Assurance
- Group Income Protection
- Electric Car Scheme
- Health Cash Plan
- Employee Assistance Programme
- Private Medical Insurance
- 26 days holiday plus public holidays and the opportunity to purchase an additional 5 days per year
- Childcare Benefits
- Free on-site gym access and discounted national memberships
Application Deadline
The closing date for applications is 24th January 2025.
Not near-zero
Not net-zero.
We are Fortescue Zero.
Additional Information
You do not need to match every listed expectation to apply for this position. At Fortescue Zero we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills. Fortescue Zero is an equal opportunity employer that values diversity and inclusion. If you have a disability, we are happy to discuss reasonable job adjustments. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation.
Please note, if you are applying for a role which involves having access to personal data, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.