LOCATION: Harpenden / Full Time
OUR BUSINESS
Plowman Craven is a recognised leader in Geospatial Technologies, combining innovation with precision to support clients across the entire asset lifecycle. Trusted by the industry’s largest developers, property managers, contractors, and engineering firms, we deliver highly accurate data and insights that drive smarter decision-making and improve project efficiency. Our mission is to push the boundaries of possibility, providing market-leading solutions that shape the future of the built environment.
ROLE OVERVIEW
The 2nd Line IT Support Engineer will provide technical support for IT issues across hardware, software, networking, and cloud-based systems. The role involves diagnosing and resolving incidents ensuring high levels of customer satisfaction, system reliability, and adherence to SLAs.
KEY RESPONSIBILITIES
Technical Support
- Diagnose and resolve hardware, software, and network issues
- Provide remote and on-site support as required
- Manage tickets through to resolution using the service desk system (HaloITSM)
- Ensure incidents and requests are handled in line with agreed SLAs
- Work with external IT partner to ensure prompt resolution of tickets.
Systems & Infrastructure
- Support Windows 10/11, Windows Server environments, and Active Directory
- Administer Microsoft 365 (Exchange Online, SharePoint, Teams, Intune)
- Support networking technologies including TCP/IP, DNS, DHCP, VPNs, firewalls, and WiFi
- Support endpoint devices (desktops, laptops, printers, mobile devices)
Customer & Service Delivery
- Communicate clearly and professionally with users at all levels
- Provide regular updates to users on ticket progress
- Maintain excellent documentation of fixes, procedures, and known issues
- Identify recurring issues and suggest long-term improvements
Continuous Improvement
- Assist with onboarding new users across all regions
- Support IT projects such as upgrades, migrations, and rollouts
- Keep up to date with emerging technologies and best practices
PERSON SPECIFICATION
- Proven experience in a 2nd Line IT Support (or similar) role.
- Strong technical knowledge of Windows desktop/server OS, Active Directory (users, groups, GPOs), Microsoft 365 administration, and networking fundamentals (LAN/WAN, WiFi, VPNs).
- Experience working with ticketing systems and ITIL-based service processes.
- Excellent troubleshooting and problem-solving capability with a methodical, detail-oriented approach.
- Strong communication and customer service skills, able to remain calm under pressure.
- Able to work both independently and collaboratively within a team environment.
Desirable
- Experience within an MSP or multi-client environment.
- Knowledge of Azure / Entra ID, backup solutions, endpoint security, and telephony systems.
- Relevant certifications (e.g. Microsoft, CompTIA, ITIL).
Plowman Craven is committed to fostering a diverse and inclusive workplace. If you require any reasonable adjustments during the recruitment process, please let us know.