2nd Line IT Support Engineer

About us

Vantec Europe Limited (VEU) are headquartered in Washington, Sunderland and owned by the Logisteed Group, who employ more than 45,000 people globally. We are one of the top third-party logistics (3PL) providers in the Japanese market, and we are continuously growing our global business.

We currently operate 13 sites in the UK with a customer base in high volume automotive, premium automotive, construction equipment, lighting, automotive battery and offshore industries.

Specialising in last mile logistics and process design, we use a range of innovative ways to add value to our clients creating strong partnerships and investing in a deep understanding of our customers’ business; their customers; the challenges they face and the goals they want to achieve.

Our services include Last-Mile / Just-In-Time JIT Warehousing, Kitting, Sequencing, Decant, Transport, and Linefeed. Our operations are underpinned by flexible and agile systems which integrate seamlessly with our customers and create robust processes.

Vantec created the UK’s first immersive ‘living warehouse’ in 2018 and continues to pioneer work in IoT (Internet of things), trailblazing within the industry in our drive to be carbon neutral and net zero by 2050.

With the introduction of interactive and engaging 3D immersive suites, E-learning, Virtual Reality and Fork Lift Truck Simulators.

We focus on building positivity and energy in our business, recognising the work of our teams. We value the communities around us, and we are extremely focused on ‘home grown talent’ with commitment to nurturing and growing our own people. With Vantec is not just a job, it’s a career and it’s here for the taking.

Location: Hillthorn Business Park, Washington, Tyne and Wear, NE37 3HG

Working Hours:

1. 39 hours per week
2. 07.55 – 16.35 Monday to Thursday
3. 07.55 – 13.35 Friday

Position: 2nd Line Support Engineer

The 2nd line Support Engineer’s main responsibilities are to maintain and support Vantec Europe's IT infrastructure systems. This includes PC/laptop support beyond quick fixes.

The engineer coordinates support queries and requests, and working with the 1st line and 3rd line teams, will provide a cohesive experience for the end users and ensure that all problems are managed from initial request to completion.

Maintain a knowledge base for all encountered issues. Publish customer-facing technical information such as best practice guides, Standard Operating Procedures (SOPs), and Frequently Asked Questions (FAQs).

Drive the IT infrastructure team forward with innovative ideas to improve the solutions we provide to the business. Provide a point of escalation for the support team and customers as part of an on-call rotation.

• AD and Azure administration, Expertise in Active Directory for user and group management.
• At least 3 years IT experience.
• Offer on-site support to troubleshoot and resolve technical challenges effectively, ensuring clear communication with both internal teams and external partners.
• PC and laptop setups.
• Mobile phone administration, deployment using templated MDM scripts.
• Basic networking knowledge, TCP/IP, VLAN.
• Log and analyse escalated issues, ensuring comprehensive resolutions are implemented to prevent recurrence.
• Proficient in Office 365 administration, including user management and configuration.
• File and share permissions.
• SharePoint admin desirable.
• Hands-on experience with end-user hardware and printer support.
• Skill with Microsoft Windows 10 and 11 operating systems.
• Experienced in deploying software remotely.
• Proven ability to thrive in a fast-paced technical environment in a similar role.
• React to system alerts, track backups.

Skills and Qualifications required

• Basic IT qualification, COMP TIA is desirable.
• Microsoft training/course experience is essential.
• Cloud (Azure) experience is desirable.
• Able to communicate at all levels.
• Work as part of a team and demonstrate a proactive approach.
• Experience of working under pressure, and to deadlines.
• Knowledge of Equality, Diversity and Dignity.
• Robust experience of using O365.
• Knowledge and experience of Windows 10.

Summary

As a 2nd Line IT Support Engineer, you will be instrumental in delivering high-quality technical support and troubleshooting services to our clients. Reporting to the IT Support Manager, your core responsibilities will include resolving complex software and hardware issues while ensuring excellent customer service. Your expertise in Microsoft Windows Server, Active Directory, and computer networking will be essential in maintaining system integrity. Additionally, your skills in tools like SCCM and Intune will enhance our IT infrastructure, making you a vital asset in our mission to provide seamless IT solutions.

References will be required.

Proof of right to work in the UK is essential.

Job Types: Full-time, Permanent

Pay: £32,500.00-£33,500.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Life insurance
• On-site parking
• Referral programme

Schedule:

• Monday to Friday

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person