2nd Line Support Specialist

The Company

With over 50 years’ experience in the travel market, we have a presence in 35 countries and more than 550 brands in our portfolio. We have the capability to deliver world-class food and beverage outlet programmes based on the highest levels of customer service, quality of food and environment.

Our Mission & Ambition
• To give our customers an experience that exceeds their expectations and that clients know cannot be matched.
• To be recognised as the leading Food & Beverage operator in travel locations worldwide

Our Values
• We are one team
• We are results focused
• We all make a difference
• We are bold
• We celebrate success

We have an in-depth understanding of our diverse customer base; our insights into food and beverage trends mean we have created an extensive range of brands and concepts that we can run in operationally demanding, high-volume travel locations.

The Role

The role of 2nd Line Support Specialist is to provide local support to Head Office users as well as all of Group IT’s customer base, making sure all operational and internal systems are working and accessible in accordance to the SLA agreed by Group IT.

As the 2nd Line Support Specialist your main Duties and Responsibilities will be:

• Support and maintain all the Group IT’s user base and solutions including OS, Application, internet connections and training.
• Support UK 1st line in fixes they cannot complete and ensuring that multiple tickets are recognised and resolved in an improved manner.
• Assist in managing and maintaining the Group IT server estate by completing the appropriate restarts, capacity, and account management.
• Support global 2nd line escalations (from local 1st line teams) of business applications and Infrastructure.
• Assist in supporting and maintaining SSP Group IT’s Monitoring and Automation Solution.
• Developing training packages and automation tools (e.g., PowerShell scripts) to allow the global 1st line teams to fix more tickets and reduce the number of tickets entering the 2nd line queue.
• Work with the IT Operations teams to automate as many processes as possible, using knowledge both from your own team and others to remove manual work from the process.
• Assist IT Operations understand missing sales data and where/how best to look for the root cause and escalate when appropriate to do so.
• Other responsibilities include but are not limited to: Internet access, email access, laptop maintenance, PC maintenance, unit posting and unit online status.

Skills and Knowledge

Essential:

• Experience working within a Global IT team in a fast-paced environment
• Ability to quickly understand a problem and triage the tickets coming into the team’s queue, monitoring, and spotting trends to alert the correct teams to ensure they’re investigated.
• Have a good knowledge of all IT aspects.
• Know when to escalate if the problem could impact the completion of a task or a key aspect of the IT service.

Desirable:

• Experience working with similar systems and processes.
• Completed an IT Apprenticeship/A Level in an IT field or relevant work experience

Equal Opportunities

Diversity and Inclusion is a priority at SSP. We are an equal opportunities employer committed to engaging all of our people, so they feel valued and motivated; we champion diversity, promote inclusion, and ensure equality. We respect and protect human rights and prevent discrimination; and we positively impact our communities. We encourage and welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual identity and orientation or age.