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Senior IT Support Engineer

About the role

About the role

Job Title: Senior IT Support Technician

Location: Sunderland (Office Based)

Salary: Up to £30,000

NRG are delighted to announce that we are working alongside a well-established full-service wealth management house delivering intelligent solutions for clients all over the UK.

The role is to provide 2nd and 3rd line technical support to the client’s internal and external users, ensuring their incidents are resolved in an efficient and professional manner and in line with service level commitments.

The post holder is responsible for the provision of technical support and maintenance to all supported IT business systems, hardware and applications. Fundamental to the role is the ability to offer exceptional customer service, through excellent written, oral and organisational skills, whilst delivering accurate technical resolutions to issues.

It is critical you manage your own time and workload to process multiple incidents at the same time, and ensure effective resolution.

Key Requirements:

  • Prioritising and assess the impact of new incidents via phone, email, Microsoft Teams and our help desk system

  • Incident and Queue Management

  • Implementing first time fixes and resolving technical issues at a 2nd and 3rd line support level

  • Provide mentoring to 1st and 2nd line support engineers

  • Liaising with colleagues and stakeholders to ensure that services are being delivered effectively and efficiently

  • Working within SLA’s whilst delivering efficient resolutions towards first time fix rates

  • Executing live changes to data and software in a controlled and authorised manner via approved change management procedures

  • Suggesting technical and process improvements to colleagues and Managers and implementing them as directed

  • Mentoring and guidance to internal and external users on technical and/or business knowledge

  • Working with and establishing relationships with third party service providers to ensure full end-to-end service provision

  • Take responsibility and ownership of incidents and requests and escalating where required to senior technical colleagues or 3rd party IT partners

  • Demonstrable documentation skills (reports, policies, procedures, workflows) as required and contributing to the creation of procedures

The role also requires to Act as a deputy to the IT Support Team Leader as and when required providing:

  • Management support

  • SLA reporting

  • Queue Management

  • Escalation to the Group Head of Infrastructure and Security

Job Requirements

  • Exceptional customer service skills

  • At least 1 years of experience working in a similar role

  • You must possess a full UK driving license and have suitable transport with business insurance

  • A good level of technical skill, with a fundamental understanding of:

  • Active Directory

  • Microsoft Office 365 Administration

  • Windows Server 2016-2022 Administration

  • Microsoft SQL Server Administration (Database, maintenance plan management)

  • SharePoint Administration (Sharing document library’s, editing permissions)

  • Management and maintenance of our Anti-Virus environment

  • Management and maintenance of our Intune Console

  • Vulnerability Management and resolution

  • Web/Application Filtering Administration

  • Networking, Network Access Control Administration

  • Microsoft Security Centre Administration

  • Prior experience working in a fast paced environment in a similar role

  • Excellent Communication and documentation skills

  • The ability to work well as part of a team and individually

  • Good decision making skills and display the willingness to make decisions, exhibit sound and accurate judgement and include appropriate people in the decision making process

  • The ability to set and achieve challenging goals

  • Good understanding of general desktop, networking and peripheral technologies

  • Extensive end user device hardware & printer support experience

  • Significant Microsoft Windows 10 and 11 Operating System skills and experience

  • Significant Microsoft Office Applications 2016 and 2019 skills and experience

  • End user device builds and configuration using Intune and automated deployment

  • Tablet and Mobile device configuration experience

  • Fault finding and troubleshooting skills essential and be logical and thorough in approach to incidents and requests

  • Act as a deputy to the IT Support Team Leader as and when required

  • ITIL Awareness

  • Understanding best practice around security


  • £ dependent on skills and experience

  • Company pension scheme

  • Occupational Sick Pay

  • Training and support towards industry recognised certifications

  • Cycle to work scheme

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