COVID-19

2nd Line Helpdesk Engineer

Full Time

Oak Furnitureland

2nd Line Helpdesk Engineer Swindon

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We have a fantastic opportunity to join our dedicated IT team here at Oak Furnitureland in our head office in Swindon as a 2nd Line Helpdesk Engineer.

If you’re looking for a helpdesk role where you can influence, play a part in shaping the IT Service Desk, and where you can make real a difference, then look no further.

Our IT department is constantly evolving and in IT we align with our business strategy, where we put our customers at the heart of everything we do. You’ll therefore need to be able to take ownership of situations, be pro-active, and be a strong communicator.

As 2nd line Support Engineer, you will be required to troubleshoot and resolve incidents/tickets in a timely manner and to the highest quality and conduct Root Cause Analysis so that we can improve our service to our colleagues, which is measured by KPI’s, which you will play an integral part.

The role is primarily based at head office, three out of five days per week. Half day Saturday morning support is required on a shift pattern approximately one in four, whereby TOIL (time off in lieu) will be accrued. 

You will have mixture of office and home working, whilst supporting the head office and showrooms via telephone and remote desktop, where you will be the first point of contact for IT support issues.

You will be responsible for installing, configuring, and supporting desktops, phones, and printers, as well as a whole host of other technologies. 

Key responsibilities of the 2nd Line Helpdesk Engineer:

  • Triaging the tickets in relation to business impact / colleague
  • Responding to issues via the phone, email, ticket-logging system, and monitoring system
  • Logging and debriefing incidents, performing root cause analysis, and participating in the development of KPI’s
  • Take ownership of incidents and manage them to conclusion, keeping our colleagues informed of progress, which delivers good customer service
  • Finding effective solutions for RCA issues
  • Carrying out daily checks, reporting and resolving issues
  • Assembling, provisioning, and repairing hardware, such as desktops and laptops
  • Installing desktops, phones, printers, and other IT equipment
  • Working as part of a dynamic team to ensure high standards of support and user satisfaction
  • Supporting HQ, showrooms, and depots nationwide
  • Participating in our Business-Critical Process review, which is aligned to our skills matrix, as it is this process that we can truly support Oak Furnitureland

This 2nd Line Helpdesk Engineer role would suit candidates with skills or experience in the following areas: IT, Support, 2nd Line, Helpdesk, Engineer, MS Windows, MS Office, Dell, IP Networking.

Benefits

  • Employee discount: amazing discounts available on all Oak Furnitureland products after successful completion of probation
  • Life assurance: free cover of a minimum of two times your annual salary
  • Hybrid working available
  • 28 days holiday (including bank holidays)
  • Birthday: an additional day off for you to celebrate your birthday
  • Pension: 4% employee contribution matched by the company
  • Health and wellbeing: great discounts on local gym memberships
  • Employee Assistance Programme: gives all employees access to both telephone and face-to-face counselling services
  • My Rewards Programme: offers discounts on everything from restaurants and supermarkets to entertainment and holidays
  • Free on-site parking at all locations

Essential Skills

  • Experience in a similar IT support tech role
  • First class troubleshooting skills
  • Strong communication skills, authentic, engaging, and able to communicate with people of all levels
  • Confident and comfortable at problem-solving and finding viable solutions
  • Experience of installing and administering the following:
  • MS Windows Server / AD
  • MS Windows 10
  • MS Office 365 / Endpoint manager
  • Dell server and desktop hardware
  • Cat5e/Cat6 cabling and termination
  • IP networking
  • IP phones
  • Switches and routers
  • Printers
  • As well as a full clean driving licence

About Company

We have a lot of things to be proud of here at Oak Furnitureland. 

Firstly, let’s talk about our furniture itself. From beautiful bedroom cabinetry and sofas you can’t help but sink into, to dining tables you can gather around with loved ones and customisable mattresses that guarantee a dreamy night’s sleep, there’s something for every room in the home. 

All our furniture is exclusively designed and properly made. We use quality hardwood that’s been responsibly sourced, and we let the natural beauty of the wood shine through in each piece. 

And then we have our people. From our showroom colleagues and our delivery drivers to our customer service team and logistics department; everyone works as one united team, driven by a shared purpose and values. 

In short, we make furniture that we’re really proud of, so that we can help people make their house a real home. Why not join us?

At Oak Furnitureland we have put Diversity and Inclusion at the top of our people agenda, as we believe that a more diverse and inclusive workplace, where people of different backgrounds are truly represented ensures better outcomes for all colleagues and the business. 

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose and values. We are committed to fairness in the way we hire new colleagues and if you require any additional support to help you through the process, we’re happy to make the necessary adjustments for anyone that needs them.

Essential Requirements

  • Experience in a similar IT support tech role
  • First class troubleshooting skills
  • Strong communication skills, authentic, engaging, and able to communicate with people of all levels
  • Confident and comfortable at problem-solving and finding viable solutions
  • Experience of installing and administering the following:
  • MS Windows Server / AD
  • MS Windows 10
  • MS Office 365 / Endpoint manager
  • Dell server and desktop hardware
  • Cat5e/Cat6 cabling and termination
  • IP networking
  • IP phones
  • Switches and routers
  • Printers
  • As well as a full clean driving licence

COVID-19 2nd Line Helpdesk Engineer Swindon

Apply Now

Tagged as: 2nd Line Helpdesk Engineer