Senior Technical Support Partner (2nd Line) - Manchester

WE ARE LANDSEC We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them. This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe. Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life. We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world. Places where life happens. Where businesses grow. And where cities are defined.

Purpose of job At Landsec, Technical Support Partners are a critical part of our Data & Tech team, providing remote and hands-on technical support to Landsec colleagues and partners, enhancing productivity and experience. They are responsible for the day-to-day delivery of key service management processes including Incident, Service and Change Requests. This role allows us to provide the service and colleague experience excellence in Media City and our northern sites in the UK. This Senior Support Partner role requires a deeper technical knowledge of our Digital Workplace stack (M365, Microsoft Teams, SharePoint and Video-conferencing) and Core applications, providing desk-side support and training to other members of the Tech Support team. The role will also support key applications in our Finance Eco-System (D365 F&O & OneStream). The role will also provide our colleagues with the tools and training in order to ensure that Landsec harnesses the value of their IT investment, while delivering exceptional customer service.

Principal accountabilities

• The role will act as a deep SME in the Support Desk function, performing a hybrid 1st line ticket completion and hands-on technical escalations for our colleagues.
• The role will assist in the automation, AI assistant and self-service automation capabilities, reducing the ticket volumes to the Tech Desk.
• The role will provide exceptional colleague experience to our colleagues, ensuring that all agreed operational standards are followed. There is an expectation that the role will travel to other northern Landsec sites when onsite support is required.
• The role will provide regular floor walking, desktop visits and provide technical assistance via the support bar, Microsoft Teams, telephone and Fresh Service ticket queues.
• The role will provide the first port of call and triage for our strategic Microsoft D365 Finance & Operations system, providing account management, license management, workflow issues and ensure that all calls are passed to the correct teams when escalation is required.
• The role will need to provide advanced support for M365 Products including our collaboration toolset (SharePoint, MS Teams and M365 Office Products).
• Responds in line with agreed Service Levels to a broad range of requests for support, including proactively managing technical requirements for company and video conferencing events. Configuration guidance and support is required for key business events in the Landsec head office, regional locations and offsite locations where necessary.
• Provides detailed incident investigation, diagnosis and promptly allocates unresolved issues to 3rd line teams where appropriate.
• Investigates problems in systems, processes and services. Assists with proactive monitoring and derive continuous improvement initiatives.
• Receives and responds to routine requests for security support and audit actions (including Joiners, Movers and Leavers). Maintains records and advises relevant persons of actions taken. Assists in the investigation and resolution of issues relating to access controls and security systems.
• Uses agreed procedures to create and maintain an accurate register of assets. Performs activities related to administration and lifecycle management of assets.
• Produces routine reports to assist asset management activities and decision making.
• Contributes to creation of compelling and clear end user content, including communications and guides, to aid the use of Landsec’s technology services.

Key competencies

• A strong service-oriented attitude, committed to meeting and exceeding customer expectations.
• Works under general direction within a clear framework of accountability. Exercises personal responsibility and autonomy.
• Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners.
• Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.
• Demonstrates and applies an analytical and systematic approach to issue definition and resolution.
• Demonstrates effective application of knowledge. Has an appreciation of the wider business context. Takes action to develop own knowledge.
• Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences.
• Contributes fully to the work of other relevant teams. Appreciates how own role relates to other roles and to the business of the employer or client.
• Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.
• Takes the initiative in identifying and negotiating appropriate personal development opportunities.

Knowledge, experience and qualifications

Essential

• Excellent customer service skills
• Strong M365, Teams Video Conferencing, SharePoint, Intune and Office suite skills
• Experience of supporting D365 Finance and Operations solution including account management, workflows and best practice audit requirements and processes
• Experience of Laptop hardware troubleshooting and problem solving
• Demonstrate problem solving and cross team collaboration skills.
• Strong capability to understand and translate technical information into impactful, relevant user information.

Desirable

• Knowledge of additional modern workplace technology products
• Windows 11 and Entra ID / Active Directory administration
• End user training skills.
• CompTIA A+, ECDL / ICDL certification.
• MCP certification in related technologies.

Life and Benefits at Landsec We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work. Below are some of our core benefits:

• Performance based annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies.
• Two different share plans enabling you to share in the success you will help to build.
• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%.

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.

Diversity and Inclusion At Landsec, we value diversity & inclusion. We work to better reflect the diversity.