2nd Line Support

2nd Line Support
Harrogate & Remote working 2 days
Up to £32,500
Your new role
The core focus of this role is to provide high quality 2nd Line IT support to agreed service levels, across a varied application and infrastructure estate. This role will provide support to ensure IT services are developed and used to best effect, whilst complying with appropriate security standards.
Responsibilities
Act as a point of escalation for more complex 1st line issues and where required escalate calls to 3rd Line Support teams, ensuring relevant information is captured to support additional investigation and diagnosis activities.
Provide cover for 1st line Service Desk Analysts, as appropriate and support the shift rota to ensure operational support hours are covered.
Support the successful implementation of patches and releases to ensure the ongoing maintenance, security and development of applications.
Support our end user computing service and coordinate our asset refresh strategy to ensure assets remain fit for purpose and align to business requirements.
Support and ensure compliance to ISO27001.
Support the development and improvement of processes and procedures to improve security and support continuous service improvement.
Create and maintain high quality, clear and concise documentation, championing the importance of an effective and well-maintained IT Knowledge Base.
Train and support 1st and 2nd Line analysts where appropriate to ensure effective knowledge sharing and resilience.
Provide IT training and guidance to users of IT Services.
Support the effective management of supplier relationships.
Support the management of Major Incidents and Problems, including effective communications to customers and management teams, assist root cause investigations and the implementation of corrective and preventative measures, in line with industry standards and best practice.
Undertake training and learning opportunities to support continuing professional and personal development.
Experience needed
Experience working in an IT support role, managing IT incidents, requests, problems and changes in line with industry best practices.
Experience working with a service management information system.
Experience in Windows Operating Systems, Microsoft 365, Azure, Active Directory, Exchange and Mobile Device Management solutions.
Experience administering Microsoft products e.g., Outlook, Teams, SharePoint Online, Project online etc.
Understanding of basic networking TCP/IP/LAN, WAN and port patching.
Understanding of and sensitivity to the implications of secure handling of data and working with IT security best practises.
Protects IT security/data and maintains confidentiality at all times.
Excellent communication and presentation skills
Ability to listen, understand, interpret and communicate non-technical and technical information to a wide range of audiences.
Experience training and mentoring colleagues and end users with varying skills
Able to understand and support services at a technical level and utilise this understanding in security related remediation.
Able to analyse, understand and resolve problems methodically and with enthusiasm.
Clear, logical thinker with the ability to challenge the status quo and think laterally.
Excellent planning, organisational and administration skills with the ability to meet deadlines.
Ability to work independently and part of a collaborative team.

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