2nd Line Support Technician

Are you looking for a career in IT that will provide training and skills in a 2nd line Support role? Can you work within a team to provide support to our customers enabling continued service? Do you want to be proud to work for a company that respects its people and is at the forefront of technology? We are looking to grow our team with committed people to provide support for our customers. We are looking for a talented Technician to join our 2nd/3rd line support team, able to provide technical support for all aspects of our training delivery solution. The ideal candidate will have worked in a desktop support background and have some experience working with workstations and servers in a Windows Active Directory environment. You will be required to collaborate with lead technicians and work to time driven service level agreements. You will be the site lead for a team of two ensuring continued support for the customer. Your role will involve The role will involve resolving all delivery issues, providing solutions and fixes, require management of IT equipment and allocation and retrieval as training courses are rotated. You will be required to investigate reported failures to Service Delivery, working on our Support Works ticketing systems to record all aspects/issues and related fixes while ensuring disruption to service is kept to a minimum. This position is predominantly located at Lympstone but will also support Dartmouth/Plymouth in the West Country, providing support between sites as required. The successful applicant may also engage in projects further afield from time to time, as well as be expected to support our other remote West Country sites when required. You will need to maintain a high level of customer satisfaction by clarifying the customers' needs and ensure they are met whilst working within your agreed support role as defined by your Team Lead. Some of the key tasks and core skills are outlined below but you will also be involved with other work as directed and be expected play your part in contributing to the team's ability to meet target SLA's and KPI's. Your transferable skills and experience:

• To ensure that assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the SLA and in accordance with defined procedures.
• To deploy images and software to workstations using Microsoft SCCM or current deployment applications.
• To research, develop, build, test and advise on workarounds, permanent fixes, requests for change (RFC), and new technology.
• To produce and maintain records, procedures and other documentation related to the Service.
• To adhere to all Policy documents, including Change & Release, Configuration, Security etc.
• To maintain the security of the network services in accordance with the Establishment's SyOps and current process documentation.
• Required to work under minimal supervision and be able to think on your feet as not all assignments will have procedure documentation available.
Our Hours of support are 0730 - 1800 per week on a split shift, rotated weekly as directed by team lead to cover 37 hours.

We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

Example shift pattern will be 0730-1500 & 0930-1800. Your benefits:
• 25 Days annual leave plus public holidays (3 flexible)
• Pension - Double matching contributions of up to 10%
• Life assurance
• Companywide incentive plans
• Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
• Perks at work - employee discounts
• Employee assistance programme / virtual GP
• Role dependent benefits: Private medical