2nd Line Support Analyst

Job Title: 2nd Line Support Analyst
Location:  Office based – This role will be based at our offices in Gerrards Cross – SL9 7AP.
Employment Type: Full Time
Salary:  Up to £32,000 depending on experience
Closing Date: 15/04/2023

The Role:

Reporting to the Service Desk Manager you will be responsible for providing 2nd line technical support to the business. Taking ownership of user issues, using your knowledge and experience to provide technical diagnosis and resolve issue remotely or on site.

Rewards and Benefits:

With a genuine culture of reward and recognition, we want our colleagues to grow, develop and be part of our journey. We offer a benefits package that includes competitive annual leave (25 days plus bank holidays), employee recognition scheme, excellent pension scheme, life assurance and access to Reward Gateway.

Key Responsibilities:

• Logging calls on the IT Service Desk, prioritise and managing their timely resolution meeting internal service level agreements.
• Escalation of support requests to internal and external support staff when necessary.
• Troubleshooting problems face to face, remotely or over the phone.
• Escalating relevant queries to the infrastructure team.
• Onboarding and offboarding users upon request i.e., Laptop builds and decommissioning.
• Supporting 1st line support analyst and apprentice to develop their skills and knowledge.
• Supporting users in the use of computer equipment by providing advice or training.
• Maintaining and updating internal documentation and database systems in a timely manner.
• Administering, supporting, and troubleshooting all Desktops, Laptops, Networking (Wired and Wireless), Printers, Scanners, Applications, and mobile devices throughout the business.
• Undertake technical queries and support project work.

Our Ideal Candidate Will Have:

• Qualifications. A Level 2 in English & Maths – desirable not essential. Be qualified in qualifications in Microsoft, CCNA and ITIL Foundation.
• Experience.  You will have an excellent knowledge of Microsoft Windows 10/Citrix CCNA, good networking experience, knowledge of user administration – Active Directory, Exchange & Office365, be proficient in Microsoft Office suite.  Worked within a Service Desk/2nd Line Support function providing administrative support for the IT infrastructure, network and desktop environments, a good understanding of workstation builds and configuration and the ability to analyse problems to determine the root cause and apply problem solving methods to resolving them.
• Communication. Show us that you have excellent communication skills, spoken and written, be able to build good working relationships with work colleagues and our customers and have the ability to engage and communicate with audiences made up of a diverse background across all areas of EV Cargo.
• Influence & Persuasion. You will have the ability to effectively build working relationships with internal and external stakeholders.
• People & Self Development. You will be able to think logically to problematic situations under pressure, have the ability to work in a busy environment and looking for a future career and progression within a growing company

DIVERSITY AND INCLUSION

Equality, diversity and inclusivity are at the heart of everything EV Cargo does.  We offer a diverse and inclusive community that respects individuals and enables them to strive for success in order to contribute positively and sustainably to the business.  By creating this environment in which everyone can express and develop their potential, from the moment they are hired and throughout their career, means ensuring that all our colleagues have the same opportunity to succeed, regardless of origin, gender, age, disability, sexual orientation, gender identity or affiliation with a political, religious, union, organisation or minority group.

EV Cargo reserves the right to close the vacancy before the stated closing date if a high volume of applications is received.

Due to the volume of applications we receive, we regret that we are not able to provide detailed feedback to applicants that were not shortlisted.

“Let us be your employer of choice”

Apply for the role here.