2nd line support technician Full Time

City & Guilds

We have an exciting opportunity to join City & Guilds working as 2nd line Support Technician! In this role you will be responsible for providing end user support to all C&G employees as well as maintaining daily technical processes that ensure our ICT systems are running efficiently.

It will be your job to resolve more complex end user issues within our standard SLA’s and KPI’s.

As 2nd line support, you will create and maintain appropriate documentation and coach and mentor 1st line Support Analysts with the aim to provide and excellent IT Service.

You will be working on a hybrid basis with a mix of home and office. We offer flexible working but request presence in City & Guilds London Office 3 days a week.

This appointment will be made on merit.

We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.

About the role

You will be required to ensure systems and databases are accurate and up to date, performing operational checks on a daily, weekly and monthly basis. You will resolve any system and database technical issues which may have been discovered during these checks.

You will respond to and track all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at the point of logging. You will resolve incidents that have been escalated by the 1st Line Support Analysts where possible or assign to other resolver teams were appropriate.

You will build IT equipment including laptops and mobiles to an agreed standard set by the Technical Services Team.

About you

Our successful candidate will have extensive experience working in a technical environment with a good working knowledge of current versions of MS Office and Microsoft Windows.

Exceptional customer service skills are a must with the ability to interact with stakeholders of all levels in a professional manner. You should have an understanding and awareness of ITIL framework and processes. You must have a high level understanding of laptop and mobile device hardware.

Excellent troubleshooting and problem solving skills will be required in order to resolve IT queries. Experience of working to and reporting against SLA’s would be beneficial.

Previous experience of supporting SAP Applications would also be desirable.