Second Line Support Technician

Location City of London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £35k per annum

​A Leading Charity based in City of London is seeking a Second Line Support Technician to join their IT team on a permanent basis. You will develop and maintain effective relationships between the organisation, and its internal and external stakeholders in order to help deliver seamless operational performance.

ABOUT THE COMPANY

The charity provides specialist support for families. When things get challenging or difficult for people with the condition and their families, They work alongside them. They give the one-to-one support, guidance and practical solutions people need, and that can be hard to find elsewhere.

The staff are continually trained, developed and supported. Families that have their support have someone truly expert and caring by their side - helping them to live more positively with the condition in the present, and to face the challenges of tomorrow with more confidence and less fear.

ABOUT THE ROLE

The Second Line Support Technician is the second line escalation point for all IT support queries (excluding those relating to clinical software). You will work with the First, Second and Third line Support Technicians, the Service Desk and Performance Manager and over 200 users to maintain and monitor IT systems including remote working solutions. You will understand and resolve technical issues in a prompt and professional manner.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES:

  • Problem Solving – Investigating customer queries and problems, troubleshooting with the customer via Helpdesk system, phone, email and Microsoft Teams, to find ways to either solve the problem or escalate to a third line technician or their technology partners where appropriate.)

  • Customer Service – Ensure that all queries are approached with the customer front and centre. Communicate politely, professionally and in a timely manner, according to agreed SLAs and guidelines. Maintain a strong customer focus at all times. Keep in mind that the running of an effective IT service is instrumental in their service delivery, to help support more families.

  • Excellent communication - Update the Helpdesk ticketing system, ensuring communication has been logged and all notes, progress and required actions have been input promptly and accurately. Keep the wider team and customers updated on ongoing issues and those that involve collaboration.

  • Applications and Web Services - Ensure that their applications and web services keep meeting the requirements of the Charity by dealing with technical issues and escalating them when necessary. This will maximise efficiency and value from their investment as well as providing an optimal user experience.

  • Managing technical knowledge and expertise /CPD - With colleagues ensure that there is up-to-date documentation of guidance, solutions, reference and explanations. This ensures they manage their knowledge effectively and, in the event of fast-moving issues, the team is able to act quickly and decisively to resolve them or escalate as appropriate. Taking responsibility for personal professional development, identifying appropriate training courses that will add value to your role and expertise.

  • Project Delivery – You will be comfortable being an active participant in Project Delivery, working to objectives and deadlines. They are working as an organisation to improve project accountabilities and schedule resources more effectively so you will be able to share your expertise with other colleagues as appropriate.

  • Collaboration and Teamwork – collaborating with colleagues to provide technical expertise, whilst identifying opportunities and mitigating risks. Working particularly closely with the First Line Support Technician, to help improve their skillset and share knowledge where appropriate.

  • Additional general responsibility - All staff should actively promote the core Values whilst working towards achieving the strategic objectives of the Charity, focusing on the impact of the departmental Operational Plan. Supporting the management team to ensure that the organization fulfils its obligations for the Health, Safety and Security of all employees and relevant stakeholders. Promoting equality of opportunity, diversity, and inclusiveness to ensure that the delivery of people management, policies, and systems through all aspects of the Charity are fair, transparent, and consistent, without prejudice or discrimination to all internal and external stakeholders.

QUALIFICATIONS AND EXPERIENCE:

Essential

  • Proven experience within a first or second-line technical product or service focused support role

  • CompTIA or similar server management qualification

  • Highly digitally literate with advanced level understanding of Microsoft 365 administration

  • Good understanding of GDPR regulations and awareness of how to handle sensitive data

  • Experience of setting up and managing hardware in an organisation

  • Experience of using Zendesk or Zoho Service Desk platforms

  • High level of technical literacy across all aspects of service provision

  • Server management experience

  • Cyber security and threat detection experience

Desirable

  • DELL certifications

  • CISCO networking to intermediate level

  • Microsoft Certified Professional

  • Bachelor level degree in computer science or computer engineering

  • Understanding of Agile Techniques and how they drive innovation

  • Experience of using a CRM system

  • Customer service training

PERSONAL ATTRIBUTES:

Essential

  • Excellent communication and interpersonal skills, both written and spoken

  • Maintain a professional demeanour and deliver customer-focused support in line with the charity's values, norms, and behaviours, embracing the cultural diversity of all colleagues and service users

  • Ability to prioritise and organise own workload

  • Excellent Team-working skills, able to work with cross-functional and differing skills levels with an approach to share knowledge wherever possible

  • A highly motivated self-starter, able to work autonomously with minimum supervision

  • Calm under pressure with an ability to work in a dynamic environment, dealing with conflicting priorities

  • Excellent attention to detail in all areas of work.

  • Awareness of risk, security, data protection; and health and safety at work

  • Willingness to travel to their office or other pre agreed locations when required eg. Data centres, offices of key support services

Desirable

  • Ability to self-manage and work in a demanding matrix environment, where influencing skills are an essential element of the role

  • Willingness to identify and propose improvements to the team operating model

BENEFITS:

  • Company pension

  • Wellness programmes

  • Work from home

  • 33 days (excluding 8 bank holidays)

  • Pension - 8% Contribution

  • Season ticket loan

  • Childcare Vouchers (subject to eligibility)

WORKING HOURS

37.5 hours (Monday to Friday) with some out of hours cover and occasional weekend work