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- Tasks: Join our Second Line Support Team to tackle IT requests and incidents daily.
- Company: Be part of the University of Leeds, a top 100 global university with a rich history.
- Benefits: Enjoy 26 days holiday, gym discounts, personal development courses, and more!
- Why this job: Contribute to a digital transformation while enhancing your IT skills in a supportive environment.
- Qualifications: Experience in first and second line support with knowledge of Windows, Mac, and Linux systems required.
- Other info: Flexible working arrangements available; ideal for current IT Services employees.
The predicted salary is between 36000 - 60000 £ per year.
Overview
This role is available to current employees within IT Services at the University of Leeds only
This role will be based on the University campus, with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements.
The University of Leeds is one of the top 100 universities in the world. Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe. As we embark on an ambitious Digital Transformation, we are investing in our IT service that is key to developing our learning and research capability as we strive to collaborate across the globe, tackling global issues.
Role and Team
As part of the Second Line Support Team you will be part of a busy team dealing with requests, incidents and technical change directed to IT Services. You will work with a diverse range of customers, technologies and devices across the University, responding to support requests and finding solutions to IT issues. With a professional approach and excellent customer service and communication skills you will play a key role in ensuring users can access core IT services.
With experience of providing first and second line support in a busy and diverse IT environment, you will have experience of using and supporting Windows and/or Mac and Linux client operating systems on desktop, laptop, tablet and other mobile devices. You will be responsible for responding to more complex queries, requests and issues. You will be able to work autonomously, managing your own workload and supporting colleagues by providing advice, guidance, mentoring and training as appropriate.
Visa eligibility
Visa Eligibility: Please note that due to Home Office visa requirements, this role may only be suitable for first-time Skilled Worker visa applicants if they are eligible for salary concessions. For more information please visit: www.gov.uk/skilled-worker-visa
What we offer in return
- 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – that’s over 40 days a year!
- Health and wellbeing: discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
- Personal development: access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, creative writing, wellbeing therapies and much more.
- Access to on-site childcare, shopping discounts and travel schemes are also available.
- And much more!
How to explore the post or for queries
To explore the post further or for any queries you may have, please contact:
Chris Holland – Customer Support Manager, IT Client Operations
#J-18808-Ljbffr
Senior Second Line Support Technician employer: University of Leeds
Contact Detail:
University of Leeds Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Second Line Support Technician
✨Tip Number 1
Familiarise yourself with the specific technologies and systems used at the University of Leeds. Research their IT services and any recent changes or upgrades they have implemented, as this will show your genuine interest and understanding of their environment.
✨Tip Number 2
Network with current employees in the IT Services department. Reach out on platforms like LinkedIn to connect with them, ask about their experiences, and gain insights into the team culture and expectations for the Senior Second Line Support Technician role.
✨Tip Number 3
Prepare to discuss your experience with complex IT issues during the interview. Think of specific examples where you successfully resolved challenging problems, as this will demonstrate your capability to handle the responsibilities of the role.
✨Tip Number 4
Showcase your customer service skills by preparing to discuss how you’ve effectively communicated with diverse users in previous roles. Highlight any mentoring or training experiences you've had, as these are key aspects of the position.
We think you need these skills to ace Senior Second Line Support Technician
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Senior Second Line Support Technician position. Tailor your application to highlight relevant experience in providing first and second line support.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with Windows, Mac, and Linux operating systems. Provide specific examples of how you've successfully resolved complex IT issues in a busy environment.
Showcase Customer Service Skills: Since this role involves dealing with a diverse range of customers, make sure to illustrate your excellent customer service and communication skills. Include examples of how you've effectively communicated technical information to non-technical users.
Proofread Your Application: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at University of Leeds
✨Know Your Technical Stuff
Make sure you're well-versed in the technologies mentioned in the job description, especially Windows, Mac, and Linux operating systems. Brush up on common issues and solutions related to these systems, as you'll likely be asked to demonstrate your technical knowledge during the interview.
✨Showcase Your Customer Service Skills
As a Senior Second Line Support Technician, excellent customer service is key. Prepare examples of how you've successfully resolved user issues in the past, highlighting your communication skills and ability to work with diverse customers.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled complex IT problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical thinking and ability to work autonomously.
✨Understand the University’s Digital Transformation Goals
Familiarise yourself with the University of Leeds' ambitions regarding digital transformation. Showing that you understand their goals and how your role fits into this vision can set you apart from other candidates.
