At a Glance
- Tasks: Provide second line IT support and resolve complex technical issues for internal users.
- Company: Join SCG, a forward-thinking company with a commitment to equality and community.
- Benefits: Enjoy 25 days holiday, career development, free onsite parking, and more perks!
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Make a real difference by helping users and enhancing their IT experience.
- Qualifications: Strong communication skills and a solid understanding of IT support principles required.
The predicted salary is between 26000 - 32000 £ per year.
You will be responsible for providing second line IT support to internal users across SCG, handling escalated issues from first line and resolving more complex technical problems.
Responsibilities
- Receiving and resolving escalated tickets from First Line Service Desk.
- Diagnosing and resolving more complex technical issues that cannot be resolved at first line.
- Escalating issues to Infrastructure, Security, or specialist teams when required.
- Providing guidance and support to First Line colleagues on technical matters.
- Supporting EUC endpoint protection activities by ensuring end-user devices are covered by protection software.
- Supporting software deployment activities, rolling out EUC software to users.
- Supporting EUC patch management activities to ensure software is updated to the latest, secure versions.
- Supporting identity and access administration activities in compliance with defined IAM policies, including more complex account provisioning and access requests.
- Supporting user training activities to ensure users are trained to use IT systems effectively.
- Supporting the development of end-user documentation to help users utilise systems and services.
- Staying informed about SLA targets and working to achieve them.
- Being kept informed during major service outages to understand the impact on users and support communications.
- Accurately logging all support interactions and resolution details in the ticketing system.
- Contributing to the maintenance and improvement of knowledge base articles and end-user documentation.
Skills And Experience
- Strong communication skills, with the ability to communicate technical subjects in non-technical ways to users.
- Customer-focused approach with a commitment to delivering excellent service.
- Solid understanding of IT support principles and end-user computing technologies.
- Strong diagnostic and problem-solving skills across a breadth of IT disciplines.
- Experience with identity and access administration, endpoint protection, and software deployment.
- Ability to guide and mentor First Line colleagues to develop their skills.
- An understanding of ITIL service management principles.
Benefits
- 25 Days Holiday
- Birthday Day Off
- Buy Holiday Scheme
- Career Development and Progression Opportunities
- Employee Assistance Programme
- Enhanced Company Sick Pay
- Discounted Retail Vouchers
- Reduced Gym Membership
- SCG Mobile Benefit
- Employee Referral Bonus
- Annual Salary Reviews
- Pension Scheme
- Onsite Canteen (offering free croissants and free freshly made soup daily)
- Free On-Site Parking
- Charity Events
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Second Line Support in Hampshire employer: SCG Midlands
SCG is an exceptional employer located in Dummer, Basingstoke, offering a supportive work culture that prioritises employee growth and development. With benefits such as 25 days of holiday, career progression opportunities, and a commitment to diversity and inclusion, SCG fosters an environment where employees can thrive while contributing to meaningful IT support services. The onsite amenities, including a canteen with free meals and a focus on employee well-being, further enhance the rewarding experience of working here.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support in Hampshire
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews can help you feel more confident when it’s time to shine. Get a friend to throw some tricky questions your way, especially around technical issues and customer service scenarios.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex IT issues in the past. This will demonstrate your expertise and give employers a taste of what you can bring to their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Second Line Support in Hampshire
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Second Line Support role. Highlight your IT support experience, especially with escalated issues and user training, to show us you’re the right fit.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about IT support. Share specific examples of how you've resolved complex technical problems or mentored colleagues, so we can see your customer-focused approach in action.
Show Off Your Communication Skills:Since strong communication is key for this role, make sure your application showcases your ability to explain technical concepts in simple terms. We want to know how you’ve helped users understand IT systems effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at SCG Midlands
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around IT support principles and end-user computing technologies. Be ready to discuss specific tools and software you've used in previous roles, as well as how you've resolved complex issues.
✨Communicate Clearly
Since strong communication skills are key for this role, practice explaining technical concepts in simple terms. You might be asked to demonstrate how you'd guide a non-technical user through a problem, so think of examples where you've done this successfully.
✨Show Your Customer Focus
Prepare to share examples of how you've delivered excellent service in past roles. Think about times when you went above and beyond to help a user or resolved an issue quickly to minimise downtime. This will show your commitment to customer satisfaction.
✨Be Ready to Discuss Teamwork
As you'll be mentoring First Line colleagues, be prepared to talk about your experience in guiding and supporting others. Share specific instances where you've helped team members develop their skills or contributed to a positive team environment.
