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- Tasks: Provide advanced IT support, troubleshoot issues, and mentor 1st Line Technicians.
- Company: Join CAP, a charity dedicated to poverty relief through innovative technology solutions.
- Benefits: Enjoy a supportive work culture, training opportunities, and the chance to make a real impact.
- Why this job: Be part of a passionate team that values diversity and embraces a Christ-centred culture.
- Qualifications: 2+ years in IT support, strong communication skills, and a keen interest in technology required.
- Other info: Engage in a vibrant community and participate in annual staff conferences.
The predicted salary is between 30000 - 42000 £ per year.
Please refer to the attached Job Profile for full role details.
CAP celebrates the value of diversity and our aim is for our workforce to be as inclusive as possible as well as representing the communities we serve. With this in mind, we welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from candidates from black and ethnic minority backgrounds. We are committed to continue building an environment that embraces diversity and includes all.
Context
The technology team are an essential part of CAP\’s support services, trusted to enable CAP\’s critical, poverty-busting work for our UK head office, our national network of partner churches and our international operations. Our role is to develop strategic solutions that respond to the changing needs of CAP and seize the opportunities offered by the rapidly evolving technological landscape. Once systems are in use we provide ongoing development and generous support and training of CAP\’s head office staff and wider user community.
Purpose
The 2nd Line IT Support Technician serves as a primary escalation point for the IT Service Desk, responsible for investigating and resolving complex technical technical issues that require advanced troubleshooting and subject matter expertise. This role takes ownership of challenging user issues and acts as a technical lead on key systems of the Service Desk, including our computer estate, peripherals, and communication systems. Whilst also maintaining a focus on excellent customer service, this position is crucial for developing the technical knowledge of the 1st Line team and contributing to the overall stability and efficiency of CAP\’s IT environment.
Passion
We are passionate about using our technical skills to provide the CAP family with generous IT support and excellent solutions that enable our staff to better serve our partner churches and clients.
This role reports to the Senior Service Desk Manager who in turn reports to the Head Of Technology. There are no people management responsibilities for this role.
Accountabilities:
- Investigate, diagnose, and resolve all escalated 2nd line technical issues within agreed SLAs, performing root cause analysis to ensure permanent resolution
- To maintain a generous, compassionate and excellent user experience throughout our IT services, offering phone, email and in person assistance.
- Mentor and provide technical guidance to 1st Line Technicians, acting as a knowledge resource to enhance their first-call resolution capabilities
- Liaising with external suppliers.
- Own, Develop and maintain the internal technical knowledge base, creating clear, concise documentation, resolution guides, and scripts for use by the Service Desk
- Assist the internal training teams in producing content for CAP systems
- Produce clear and concise documentation for user training, FAQ\’s and for on-going support requirements.
- Initiate, research and carry out IT equipment purchases as required, signed off by the tech leadership..
- Own the day to day administration and support of our MDM systems (JAMF, Google Devices)
- Own the installation, monitoring and response of our endpoint security management (e.g. Trend)
- Own the administration of call routing and user-facing support features of our communication system (e.g. 3CX)
- Own the administration of our asset/inventory management system
- Act as a technical liaison with 3rd line support and external vendors, managing the escalation and resolution of issues and ensuring clear communication back to the business
- Lead and manage delegated Service Desk projects and technical initiatives, coordinating resources and ensuring deliverables are met on schedule.
- Work outside of core hours as maintenance tasks dictate.
- Proactively identify & respond to incidents and recurring issues to drive a Problem Management process, recommending and implementing solutions to prevent future incidents
- Measurable Outputs:
- Achieve over 90% positive customer survey results on IT services / Support.
- Meeting agreed SLA for answering and responding to customer phone calls
- Meeting agreed service management SLAs
- Delivery of projects to agreed timescale.
Culture:
- Clearly live out and embrace the cultural values of CAP.
- Clearly demonstrate a heart and passion for the charity.
- Sincere acceptance, understanding and practice of the Christian ethos and purpose of the Charity.
Other Responsibilities Include:
- Being willing to pray with staff and be fully engaged with our Christ centred culture.
- To encourage friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.
- Attendance at annual CAP staff conferences .
- Complete all compulsory CAP training within given timescales.
The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment and may change from time to time to reflect changing circumstances.
- A keen interest in technology and a desire to improve and innovate
- Ability to adapt, research and learn new systems, methodologies and information quickly
- Ability to clearly communicate technical information
- Ability to deal with people of all levels of IT knowledge
- Ability to remain calm and professional in challenging situations
- Ability to work accurately, efficiently and with a high attention to detail
- Ability to work using own initiative
- Ability to communicate and work well as part of a team within the wider Technology department
- Ability to be resilient
- Ability to prioritise time and tasks
- Able to always present a confident and friendly telephone manner
- Able to cope well with interruptions
- Advanced diagnostic and root cause analysis skills
- Excellent knowledge of popular operating systems (macOS, ChromeOS, Windows, iOS, Android)
- Excellent knowledge on procuring relevant IT equipment and negotiating with suppliers
- Excellent emotional intelligence with a primary desire to serve the customer (both internal and external)
- Excellent verbal and written communication skills
Essential
- 2 Years minimum experience of working as part of an IT support team (1st, 2nd, 3rd line).
- Experience in a customer-facing support role.
- Experience with various technology platforms as well as a broad knowledge of communication technologies.
- Experience of working with MDM platforms
- Proven experience in leading technical projects to a deadline.
- Proven ability to fault find and problem solve within a network environment.
- Experience of working in a Mac / Google / Linux networked environment.
- Experience of configuring and maintaining Telephone Management software (eg. 3CX).
- Experience of working within SLA\’s.
Desirable
- Experience of presenting training sessions.
- Experience of server scripting, such as PERL, BASH, PYTHON.
- Relevant industry certifications (SDI, ComTIA, ITIL)
- Experience of command line interfaces
GCSE grades A*-C (Maths & English), BTEC First Diploma, NVQ-2
Degree Level or equivalent vocational training
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2nd Line IT Support Technician employer: Christians Against Poverty (CAP)
Contact Detail:
Christians Against Poverty (CAP) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as MDM platforms and communication systems like 3CX. Having hands-on experience or knowledge about these tools will give you an edge during discussions.
✨Tip Number 2
Showcase your customer service skills by preparing examples of how you've handled challenging situations in previous roles. This will demonstrate your ability to maintain a compassionate user experience, which is crucial for this position.
✨Tip Number 3
Engage with the CAP community online or through social media. Understanding their mission and values will help you align your responses during interviews and show your genuine interest in their work.
✨Tip Number 4
Prepare to discuss your experience with troubleshooting and problem-solving in a network environment. Be ready to explain your thought process and any successful outcomes from past technical challenges you've faced.
We think you need these skills to ace 2nd Line IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've worked with 2nd line support or similar responsibilities. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention specific experiences that showcase your problem-solving skills and ability to mentor others, as these are key aspects of the role.
Showcase Technical Skills: Clearly list your technical skills, especially those mentioned in the job description such as experience with MDM platforms, various operating systems, and communication technologies. Provide examples of how you've used these skills in previous roles.
Demonstrate Cultural Fit: Reflect on CAP's values and culture in your application. Share your understanding of their mission and how your personal values align with theirs, particularly regarding diversity and community service.
How to prepare for a job interview at Christians Against Poverty (CAP)
✨Show Your Technical Expertise
Be prepared to discuss your experience with various operating systems and troubleshooting techniques. Highlight specific examples where you've resolved complex issues, as this role requires advanced technical knowledge.
✨Demonstrate Excellent Customer Service Skills
Since the role focuses on providing support, emphasise your ability to maintain a compassionate and professional demeanour when dealing with users. Share instances where you went above and beyond to ensure a positive user experience.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Practice articulating your thought process when diagnosing and resolving technical issues, as this will showcase your analytical abilities.
✨Emphasise Team Collaboration
This position involves mentoring 1st Line Technicians and working closely with the wider Technology department. Be ready to discuss how you've successfully collaborated with others in past roles and how you can contribute to a team environment.
