IT Support - 2nd Line (Home Based)

Job Description

About the role;As IT Support for 2nd Line you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting andresolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. The ability to work in a high paced environmentis essential.To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times whenyou will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. Backup experience in varying technologies would be preferable but not essential.This is a home-based role. Occasional travel to customer sites may be required.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 valuesare 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 Top50 Technology Companies to work for. In addition, we have been awarded a 2 star accreditation for Outstanding employee engagement.Heres 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 TSGs feedback was so positive that we have another amazing all staff festival arranged for 2022
• 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;

• Ensuring customer tickets are responded to within SLA
• Communicating with customers regularly with regards to their incident/change request
• Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
• Updating TSGs ticketing system and technical information repository with detailed notes
• Liaise with partners and third parties to aid in the resolution of incidents
• Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
• Maintain a high-quality service to our customers
• Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
• Assist in the creation of best practice, new user and leaver guides

Knowledge, Skills & Experience; Essential:

• Full UK, clean driving licence
• An excellent knowledge of a server and networked environment
• Virtualisation experience
• Strong desktop support experience
• Understanding of Firewall, anti-virus and other security technologies
• Experience with Microsoft Exchange and Office 365
• Good customer service skills and the ability to handle customers needs effectively in a variety of circumstances
• Ability to tailor style of coaching and training based on individuals needs
• Ability to build relationships with the wider business
• Excellent telephone manner.
• A good understanding of firewall technologies
• Excellent problem solving and analytical skills with a confident pro-active approach to work
• Ability to work in a fast paced team environment as well as individually when required
• Strong communication and knowledge sharing skills
• Good attention to detail with the ability to maintain a consistent approach

Desirable:

• A minimum of 3 years server and 5 years desktop experience is desirable
• Experience working with Cloud based backup solutions
• A good understanding of on-premise Backup technologies
• Hosted telephony experience
• Routing and Switching
• Enterprise Anti-Virus software, e.g. Sophos
• Knowledge on storage (SAN, NAS etc)

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.