Remote Support Agent (2nd Line)

One of the UK's leading entertainment providers, who due to ongoing growth, are seeking multiple IT Support Technicians to join their rapidly expanding 24/7 support team based at their Burton on Trent office.

The successful candidate will be enthusiastic about both technology and providing first class technical support as well as possessing a passion for resolving complex issues to ensure exceptional company standards and customer quality is delivered.

Due to the demanding nature of the business, you will be required to work three shift patterns consisting of 12am-8am, 4pm-12am, 2pm-12am, 8am-6pm and 8am-4.30pm over a shift pattern covering Monday to Sunday including Bank Holidays.

In return, you will receive a starting salary of £25,152, with the ability to earn up to £28,152 through in house training and development opportunities. Furthermore, you will receive a night shift allowance in addition to the basic salary. Other benefits include wellbeing support, 33 days holiday, full training, staff discounts, enhanced share plan and hybrid working However we do require regular office attendance during the 8am-4.30pm shifts.

Roles & Responsibilities

Progress technical queries from the Operation
Diagnose, fix, and escalate service incidents
Active 24/7 systems monitoring and escalation
Reactively initiate major incident meetings
Capture and record accurate data within systems
Resolve user support issues
Troubleshoot and diagnose hardware issues
Assist on major support projects
Follow processes and procedures to a successful conclusion

Previous experience in an IT support environment preferable
IT related qualifications beneficial but not essential
Strong organisational skills and an ability to work under pressure
Strong fault identification and troubleshooting ability
Experience with incident and problem management
An ability to work independently as well as collaboratively with a team
Confident communicator with customers and colleagues
Good attention to detail and process adherence
Self-motivated with good work ethic