2nd line it support engineer

Vacancy type Current vacancies Profession IT Location London Description This role sits within the Central IT Group and in our 2nd Line Team, reporting into the Group IT Operations Director. You will strengthen a team currently of two, who are both based in our Manchester Studio. You will be working with a lively, warm team of eight in BDP’s largest studio based in London, neighbouring staff from a wide range of BDP’s in-house professions. We take great pride in our work and the foundation we provide to BDP London and beyond. Our London studio is an excellent place to work and has called Clerkenwell home for the last 20+ years; it is home to 400+ staff with social clubs ranging from football to board games. Key responsibility of role: As a 2nd Line Support Engineer, you will be an integral part of BDP’s global IT Operations team and will collaborate with colleagues in London, Manchester, and Toronto. You will work closely with our 1st and 3rd Line Engineers to deliver excellent, proactive support to staff across all BDP Studios, within SLA. Main duties Resolve incidents and requests, across our two current ticketing platforms, within SLA. Offer guidance to 1st Line Engineers to aid initial triage and to ensure customer satisfaction. Escalate issues to the 3rd Line team in a clear, consistent manner. Monitor BDP’s global network using industry standard tooling. Create, update and maintain documentation within our IT knowledge base. Identify recurring issues and ticketing trends, reporting them into the Group IT Operations Director. Provide support to colleagues in other teams within the Central IT Group, ensuring queries are progressed and issues are recorded in our ticketing system. Contribute to the improvement of the IT service we offer, identifying where efficiency can be improved. Assist in the completion of projects, when required, working with our 3rd Line team. The person We are looking for someone with excellent people skills, who can communicate at all levels, work within a team and is happy to share experience and knowledge. Skills required You should have excellent customer service skills and should feel confident asking questions. You will be punctual and an excellent ambassador for IT. Excellent written and verbal communication skills. Excellent ability to work within a team, at times independently, responding to and handling tickets. Strong understanding of both Microsoft Windows desktop and server operating systems. Experience working with Active Directory, Azure Active Directory (Entra), DNS, DHCP, LAN and WAN. ITIL certification is desired, but not essential. An understanding of PowerShell, SSO, automation, phishing, SCIM, application packaging and application deployment are all desirable but are in no way essential. Additional requirements Due to the nature of some of our projects, the successful candidate would be required to undergo a security clearance process and therefore you will be required to have at least 3 years UK residency within the last 5 years. We will also need to confirm your employment/ educational history over the last 3 years to qualify. To apply To apply for this role, please click on the apply button below, you will then need to complete the online application form, please ensure that you attach a copy of your CV, salary expectations and a cover letter that outlines their experience in fulfilling the above job description. BDP is actively fostering an inclusive organisation where people can be themselves and everyone has a sense of belonging. We want our teams to be diverse at every level, reflecting the communities we design for. As designers, we will create spaces for all that promote equity, wellbeing, and participation within the built environment. We actively encourage people from a variety of backgrounds with different skills, professional and life experiences, to join us and help us to achieve our aspirations. We also welcome applications from candidates who wish to work flexibly. BDP is an equal opportunity employer. No agencies or third-party applications will be accepted