At a Glance
- Tasks: Provide second line IT support and resolve complex technical issues for internal users.
- Company: Join a dynamic team at SCG, committed to excellent service and innovation.
- Benefits: Enjoy 25 days holiday, career development, and free onsite perks like croissants!
- Other info: We value diversity and are committed to an inclusive workplace for all.
- Why this job: Make a real impact by solving tech problems and supporting your colleagues.
- Qualifications: Strong communication skills and a solid understanding of IT support principles required.
The predicted salary is between 30000 - 40000 € 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 Basingstoke employer: Southern Communications Ltd
SCG is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where collaboration and innovation thrive. With benefits like 25 days of holiday, career development opportunities, and a commitment to diversity and inclusion, employees can enjoy a fulfilling work-life balance while contributing to meaningful IT solutions in a dynamic environment. The onsite amenities, including a canteen with complimentary meals and free parking, further enhance the overall employee experience.
Contact Detail:
Southern Communications Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Support in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at SCG or similar companies. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding of IT support principles. Be ready to explain complex issues in simple terms – it shows you can communicate effectively with users!
✨Tip Number 3
Don’t forget to showcase your customer-focused approach during interviews. Share examples of how you've delivered excellent service in the past, as this is key for a role in second line support.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles we have available, including the Second Line Support position.
We think you need these skills to ace Second Line Support in Basingstoke
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Second Line Support. Highlight your experience with IT support, especially in diagnosing and resolving complex issues. We want to see how your skills align with what we're looking for!
Show Off Your Communication Skills:Since you'll be explaining technical stuff to non-techies, it's crucial to demonstrate your communication prowess. Use clear, simple language in your application to show us you can bridge that gap effectively.
Highlight Customer Focus:We love a customer-focused approach! Share examples of how you've gone above and beyond to deliver excellent service in your previous roles. This will help us see your commitment to user satisfaction.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining the StudySmarter team!
How to prepare for a job interview at Southern Communications Ltd
✨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 processes you've used in the past, 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 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 prepared to discuss how you've applied them in your work, particularly in relation to ticketing systems and SLA targets.
