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, and free onsite perks like croissants and soup!
- Other info: Dynamic work environment with excellent career progression opportunities and a supportive culture.
- Why this job: Make a real impact by helping users and enhancing their IT experience every day.
- 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 employer: SCG Midlands
SCG is an exceptional employer located in Dummer, Basingstoke, offering a supportive work culture that prioritises employee growth and development. With a comprehensive benefits package including 25 days of holiday, career progression opportunities, and a commitment to diversity and inclusion, SCG fosters an environment where employees can thrive while making a meaningful impact through their work in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Second Line Support role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your technical knowledge and be ready to explain complex issues in simple terms. Remember, they want to see how you communicate with non-techie users too!
✨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 ability to handle escalated tickets like a champ.
✨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
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your IT support experience, especially with second line support, and any relevant technical skills that match what we're looking for.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the role. Share specific examples of how you've resolved complex technical issues or supported colleagues in the past. This is your chance to show off your communication skills!
Show Your Customer Focus:We love candidates who put users first! In your application, mention times when you've gone above and beyond to deliver excellent service. This will demonstrate your customer-focused approach, which is key for this role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
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, as well as how you've resolved complex issues in the past.
✨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 previous roles. Think about times when you went above and beyond to help a user or resolved an issue quickly to minimise disruption.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL service management principles is crucial for this position. Brush up on these concepts and be ready to discuss how you've applied them in your work, particularly in relation to ticketing systems and SLA targets.
