At a Glance
- Tasks: Provide onsite and remote IT support, resolving incidents with computers, printers, and software.
- Company: Join a dynamic tech team focused on customer service and innovative solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with chances to work with cutting-edge tools and technologies.
- Why this job: Be the go-to tech hero, solving problems and making a real difference every day.
- Qualifications: Experience in IT support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Provide both onsite and remote end-user support across a wide range of IT services, ensuring timely resolution of incidents related to computers, printers, hardware, and software environments. Act as a key point of contact for technical issues, maintaining a strong customer service approach while troubleshooting and resolving problems efficiently.
Ensure accurate and comprehensive documentation of all assigned tickets within ServiceNow, including detailed descriptions of issues, actions taken, and final resolutions. Contribute to the continuous improvement of knowledge sharing by creating and maintaining internal and external knowledge base (KB) articles within ServiceNow and Atlassian Confluence, enabling faster issue resolution and reducing repeat incidents.
Adhere strictly to agreed Service Level Agreements (SLAs), ensuring that all requests and incidents are prioritised, tracked, and delivered within defined timelines. Support the management of hardware and software inventory, maintaining accurate records and assisting with asset tracking and lifecycle management.
Responsibilities
- Coordinate and execute hardware refresh cycles in line with established refresh plans, ensuring minimal disruption to business operations.
- Provide ongoing corrective maintenance support, diagnosing and resolving faults across devices and systems as required.
Vendor & Devices
- Manage relationships with third-party providers and vendors, including handling warranty claims, escalations, and service coordination to ensure issues are resolved effectively.
- Where applicable, provide support for Apple devices, including MacBook Pro, iPhone, and iPad, alongside standard enterprise hardware.
Tools & Technologies
Additionally, exposure to tools such as ServiceNow ITSM, Palo Alto SASE, and CrowdStrike Falcon Sensor is advantageous, supporting broader security and infrastructure operations.
Solutions to support
- Hardware - standard products
- HP - Notebook and docking station
- Ricoh - Network printer managed by Level 3 team with Ricoh Streamline solution
- Software - standard applications
- Microsoft - Microsoft Windows 11, Microsoft Office 365 incl. OneDrive, SharePoint, Microsoft Teams
- Cisco - Webex Teams suite -> will be migrated end Q3/early Q4 to Microsoft Teams globally
- Adobe - Reader and DC
TechOps, Level 2 technician employer: Glocomms
As a Level 2 Technician in our TechOps team, you will thrive in a dynamic work environment that prioritises employee growth and development. We offer comprehensive training opportunities, a collaborative culture that values knowledge sharing, and a commitment to maintaining a healthy work-life balance. Located in a vibrant area, our company provides access to modern facilities and a supportive community, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land TechOps, Level 2 technician
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in TechOps. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! If you’ve got experience with ServiceNow, Microsoft Teams, or any of the tools mentioned, make sure to highlight that in conversations. Practical examples of how you've solved tech issues can really impress.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to appear. Reach out directly to companies you’re interested in, including us at StudySmarter. Express your enthusiasm and ask if they have any upcoming opportunities.
✨Tip Number 4
Prepare for interviews by brushing up on common TechOps scenarios. Think about how you’d handle specific incidents or customer service challenges. We love candidates who can demonstrate their problem-solving skills on the spot!
We think you need these skills to ace TechOps, Level 2 technician
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the TechOps role. Highlight your experience with IT support, customer service, and any relevant tools like ServiceNow or Microsoft Office 365.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about tech support and how you can contribute to our team. Share specific examples of how you've resolved technical issues in the past and your approach to customer service.
Showcase Your Problem-Solving Skills:In your application, emphasise your ability to troubleshoot and resolve issues efficiently. We love candidates who can demonstrate their thought process when tackling technical challenges, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Glocomms
✨Know Your Tech Inside Out
Make sure you brush up on the specific technologies mentioned in the job description, like ServiceNow, Microsoft Office 365, and any hardware you might be working with. Being able to discuss your experience with these tools will show that you're not just a good fit technically, but also ready to hit the ground running.
✨Show Off Your Customer Service Skills
Since this role involves a lot of end-user support, be prepared to share examples of how you've handled customer interactions in the past. Highlight your problem-solving skills and how you maintain a positive attitude even when troubleshooting tricky issues.
✨Document Everything
Emphasise your understanding of the importance of documentation in IT support. Be ready to discuss how you’ve documented incidents and resolutions in the past, and how you can contribute to knowledge sharing through platforms like Confluence.
✨Understand SLAs and Prioritisation
Familiarise yourself with the concept of Service Level Agreements (SLAs) and how they impact your work. Be prepared to talk about how you prioritise tasks and manage your time effectively to meet deadlines, ensuring that all requests are handled within the agreed timelines.
