IT Support - 2nd Line

About the role;

As a 2nd Line Service Desk Consultant you will be a strong problem solver with a background and experience resolving end user incidents escalated from 1st Line. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with laptops, PC’s, Mailboxes and VPN connections but to name a few. The ability to work in a Desktop Support role is vital. To be successful in this role you will have excellent communication skills and a solution orientated mindset with a drive to deliver an exceptional customer service each and every time. You will feel comfortable diagnosing, troubleshooting and resolving tickets in relation to desktop support, laptops, PC’s emails and VPN connections but to name a few. You will have excellent communication skills and a solution orientated mindset with a drive to deliver an exceptional customer service each and every time.

This is a hybrid role where you will be expected to attend the office a few times per week for regular team collaboration time. Who are we? TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission. Why should I work for TSG? It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 100 Best Large Companies’ and one of the ‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding’ employee engagement. Here’s why;

• Our open and honest culture where feedback is taken on-board and acted upon
• The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
• Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
• Two paid CSR days per annum that you can use towards giving something back
• Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
• Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
• Flexible working policy
• Relaxed dress policy
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• To handle and resolve incidents that have been escalated by our 1st line support team
• Respond to customers tickets remaining within the Service Level Agreement (SLA)
• Keep customers up to date regularly with regards to their incident/change request
• Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
• Update TSGs ticketing system and technical information repository with detailed notes
• Liaise with partners and third parties to aid in the resolution of incidents if required
• Working as a team, taking additional responsibility for mentoring and coaching apprentices and peers if required
• Assist with the creation of best practice, new user and leaver guides

Knowledge, Skills & Experience; Essential:

• Experience working in 2nd Line support role with knowledge of a server and networked environment as well as desktop support experience.
• Experience with Microsoft Exchange and Office 365
• Good time management, organisation and prioritisation skills
• Ability to manage queues and workload
• Excellent telephone manner
• Demonstratable problem solving skills
• Good analytical skills with a pro-active can do attitude
• Comfortable working in a busy fast-paced environment
• High attention to detail

Desirable:

• Experience working with virtualisation technologies
• Knowledge of Backup technologies
• Hosted telephony knowledge
• Knowledge of working with enterprise Anti-Virus software, e.g. Sophos
• Microsoft or other vendor accreditation

Benefits;

• Company bonus scheme
• 25 days annual leave + public holidays
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Perkbox discounts
• Paid CSR Days
• Company sick pay
• Income protection cover
• Enhanced Maternity and Paternity pay
• Home-based and hybrid opportunities
• Long service benefits including increased annual leave accrued with service
• Cycle to work scheme
• Employee recognition scheme

If this sounds like the role for you, please apply today to be considered.