THE OPPORTUNITYI am delighted to be partnering one of the region’s leading and growing wealth management advisors in the search for a Senior IT Support Engineer. Bridging the gap between 2nd line service desk support and infrastructure team you'll serve as an escalation point to the service desk team. This is a business who offer progression opportunities and learning opportunities. Salary: £35,000Location: Doxford Park, Tyne & WearHybrid working: No. this role requires you to be on site.Working Hours: 37.5 hours per week, Monday – FridayDAY TO DAY RESPONSIBILITIESAs a senior figure within the team you'll play a pivotal role in delivering high-quality technical support.Key responsibilities include:

• Managing incident queues efficiently to ensure timely resolution.
• Providing 2nd and 3rd line technical support, resolving complex issues.
• Offering technical escalation support.
• Delivering user support via multiple channels.
• Recording hardware details accurately in our Asset Management System.
• Taking ownership of incidents and requests, escalating when necessary.

YOUR SKILLS & EXPERIENCEYou'll have 3-4 years’ experience working with 2nd line fixes in a Service Desk role and you are now looking to move up in order to take on an extra degree of leadership and responsibility.To excel in this role, you should possess:

• Technical aptitude in Microsoft 365 environments, with an interest in Azure Cloud.
• Managing security software like antivirus and handle networking setups like VLANs and web filtering.
• Experience mentoring junior team members.
• Ability to thrive in a fast-paced environment with a proactive attitude.
• Strong decision-making skills and awareness of ITIL and security principles.

Key Requirements:

• Prioritise and solve problems efficiently to minimise downtime.
• Provide excellent customer service.
• Proficiency in Microsoft technologies and cloud environments.
• Expertise in networking setups and security software management.
• Maintain end-user devices and ensure their optimal functionality.
• Collaborate effectively with colleagues and external partners.
• Understanding of networking principles and infrastructure components.
• Proven track record in managing vulnerabilities and maintaining system security.
• Hold relevant certifications such as Microsoft Azure Fundamentals / Administrator, or ITIL v4 Foundation.

If you're looking for an engaging position offering technical proficiency and leadership prospects, this role might be the ideal fit for you