Netrolynx AI
IT Engineer
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About The Company
Solus Accident Repair Centres, owned by Aviva, is a leading provider in the vehicle repair industry, renowned for delivering high-quality services with a focus on customer satisfaction. With a commitment to innovation and excellence, Solus has established itself as a trusted name in the UK, boasting an average vehicle turnaround time of just 11 days and a customer rating of 4.6 out of 5 stars. The company prides itself on its award-winning apprenticeship programs and industry recognition, continually striving to shape the future of vehicle repair. Solus’s dedication to quality, efficiency, and employee development makes it an ideal place for professionals seeking growth and impact in the automotive repair sector.
About The Role
We are seeking a skilled 2nd Line IT Engineer to join our dynamic IT support team at Solus Accident Repair Centres. In this pivotal role, you will be responsible for managing complex technical issues that have been escalated from the 1st Line support team, ensuring swift resolution and minimal disruption to our operations. Reporting directly to the Service Desk Lead, you will work across multiple sites supporting over 2,500 users and maintaining our in-house system, Evolve. Your expertise will be essential in supporting and mentoring our 1st Line Engineers, enhancing the overall quality and capability of our IT support services. This role offers a unique opportunity to work with cutting-edge technologies, influence service delivery processes, and contribute to a fast-paced, customer-focused environment.
Qualifications
- Proven experience in a 2nd Line IT support role or similar technical support capacity.
- Strong knowledge of Windows operating systems, Microsoft 365, Azure, Entra ID, and Intune.
- Experience with networking hardware, including Meraki, Fortinet, and Cisco devices.
- Excellent troubleshooting skills across hardware, software, and network issues.
- Familiarity with ticketing systems such as HaloITSM or equivalent.
- Ability to support and mentor junior team members effectively.
- Strong communication skills with the ability to explain technical concepts clearly.
- Relevant certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Cisco CCNA, or similar are desirable.
- Ability to work on a shift rota, including on-call support for P1 incidents.
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Responsibilities
As a 2nd Line IT Engineer at Solus Accident Repair Centres, your key responsibilities will include:
- Taking ownership of escalated incidents and service requests, providing advanced troubleshooting and resolution for complex hardware, software, and networking issues.
- Supporting and guiding 1st Line IT Engineers, sharing knowledge to develop their skills and improve team performance.
- Managing the starter and leaver processes, including hardware configuration, account setup, and returns.
- Supporting the installation, configuration, and ongoing maintenance of IT systems across multiple sites.
- Providing on-call support on a rota basis, covering critical P1 incidents 24/7 to ensure continuous service availability.
- Utilizing HaloITSM or similar ticketing systems to log, track, and resolve support tickets efficiently.
- Creating and maintaining comprehensive documentation to ensure consistency and knowledge sharing within the team.
- Collaborating with cross-functional teams to implement new solutions and improve existing IT infrastructure.
- Participating in continuous improvement initiatives, contributing to the development of support processes and procedures.
- Supporting network infrastructure, including configuring and troubleshooting routers, switches, and security devices.
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Benefits
- Competitive salary commensurate with experience, skills, and location.
- Performance-based bonus scheme rewarding individual and team achievements.
- Company pension scheme with employer contributions to secure your financial future.
- Generous holiday entitlement of 33 days, including bank holidays, with options to buy or sell additional days.
- Discounts of up to 40% on Aviva products and various retailer offers to help save money.
- Opportunity to participate in the Aviva Save As You Earn scheme, sharing in the company's success.
- Supportive policies including parental leave, carer leave, and flexible working arrangements.
- Focus on employee wellbeing with access to Group Income Protection, 24/7 GP services, and other health initiatives.
Equal Opportunity
Solus Accident Repair Centres is committed to creating an inclusive environment where all employees and applicants are treated fairly and with respect. We value diversity and welcome applications from individuals of all backgrounds, experiences, and abilities. We guarantee an interview for disabled applicants who meet the minimum criteria—simply contact us after applying to notify us of your needs. Our aim is to ensure equal opportunity in all aspects of employment and to foster a culture that celebrates individuality and promotes fairness at every level.
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