Technical Support Specialist

Technical Support Specialist
We need:

• A Technical Support Specialist to work within one of our Shift Teams (24/7) in our Enterprise Command Centre (ECC) in Head Office, Swindon.
• Working pattern: Shift - 3 days on / 3 days off (7:20 am – 7:30 pm) & 3 nights on / 3 nights off (7:20 pm – 7:30 am)
• As one of the 24x7 shift working Technical Support Specialists, you will be responsible for providing level 1 and 2 support and expertise on incident and change activities within the ECC, ensuring IT system and service failures/outages are identified quickly and resolved or escalated to the shift’s management team.

We’re seeking bright career focused technical engineers looking for their next challenge.
In this fast-paced IT technical environment, no two days are ever the same. In this responsible and demanding role, you’ll work alongside a team of IT specialists on one of our rotating 24-hour shifts and help deliver the resolution of major IT system incidents.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

• You will be responsible for responding to IT Incidents on a broad range of systems and processes (e.g.the organisation’s Mainframe Systems, Payments Platform, SAP Core Bank, Internet Bank and Banking App, Retail Front and Back Office, Cloud Services and Fraud Detection Systems)
• You will be required to resolve incidents within defined response times, or escalate to third line support where appropriate, minimising the impact to critical business and member facing services.
• You will be involved in service restoration activities during major incidents, supporting and technically advising the ECC management team.
• As well as providing first and second line support, you will be able to technically advise the ECC management team to assist in decision making during incident triage and change implementations.
• We’ll also be looking for you to contribute innovative ideas and ways of improving and optimising the ECC operation.
• This role will require you to assist with the planning and implementation of changes to various member facing and business critical systems (deploying and verifying infrastructure and software releases).
• Utilise approved knowledge articles to address service incidents where available. Highlight requirements for new knowledge to be created or existing knowledge to be updated

About you

We’re looking for a Technical Support Specialist with experience of working in an IT support role in a shift environment. You will be providing first line and second line support to several of our key business systems and with this in mind we’ll need you to have good operational knowledge of the Wintel and Mainframe environment;

With demonstrable experience of at least one of:

• Unisys
• SAP
• Windows server technologies.

You will also have experience of the following:

• As you will be providing first and second line support to several of our key business systems, you’ll need to have good operational knowledge of at least one of the following: Unisys, SAP or Windows server technologies.
• Ability to interpret technical language and navigate complex systems. It is essential that you are a team player and proactive in your approach to your work.
• Be able to demonstrate you have an excellent eye for detail and have the patience to mentor less experienced team members.
• Experience of working within an environment that is at times highly pressurised with rapid times to respond.
• Experience of operational change management with the ability to prioritise and manage workload.

Due to the nature of our business, you’ll be working to demanding deadlines at times, so we need you to be resilient with an ability to respond quickly and confidently whilst being under pressure to deliver.
Service delivery throughout the ECC is paramount, so it’s key that your strength of character and resilience will get you through the tough and challenging times.

You’ll be able to communicate complex technical information to non-technical stakeholders using business terminology and can think laterally in order to solve problems across multiple teams and IT components and services.
You will need to understand the daily workload and take ownership for your own workload.
As a minimum requirement you'll have.
- As you will be providing first and second line support to several of our key business systems, you’ll need to have good operational knowledge of at least one of the following: Unisys, SAP or Windows server technologies.
- Ability to interpret technical language and navigate complex systems. It is essential that you are a team player and proactive in your approach to your work.
- Be able to demonstrate you have an excellent eye for detail and have the patience to mentor less experienced team members.
- Experience of working within an environment that is at times highly pressurised with rapid times to respond.
- Experience of operational change management with the ability to prioritise and manage workload
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• Gympass - Access to free and paid for options for health and wellness
• 25 days’ holiday plus bank holidays

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.  
 
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.  
 
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
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