2nd Line Support Specialist

6 months ago

London, United Kingdom Guardian News & Media Full time

Join our team at the Guardian and be a part of a diverse and inclusive global organisation that delivers fearless, investigative journalism, and holds power to account. Our team of award-winning journalists, cutting-edge commercial professionals, and industry-leading digital experts are committed to making a difference and represent a wide range of backgrounds and perspectives. We offer a challenging and exciting environment for career development, with a focus on training, growth and fostering an inclusive culture.

We are now looking for a** 2nd Line Support Specialist **to resolve issues in a timely and satisfactory manner that are escalated from the technology service desk, or reassign to the relevant team in the technology department.

**At the Guardian, many of our staff work flexibly and we will consider all requests for flexible working arrangements.**

**About the Role**
- Staff the second-line support desk between the hours of 08.00 - 18.00 (on a shift rota basis). Monday to Friday but some weekend work may occasionally be required to meet business needs.
- Develop a good understanding of business workflow and tools, and provide efficient and effective response to users.
- Understand and keep up to date with the solutions provided by the technology department.
- Take ownership of requests in the second line support queue, and ensure users and the service desk are kept up to date with progress through timely feedback.
- Troubleshoot users' tools issues - eg InCopy, InDesign, web browsers, Mac management.

**About You**
- Customer service.
- Dealing with a wide range of people working under pressure.
- In depth knowledge and experience of setting up and supporting PC and/or Mac hardware and OS (Windows 10 & 11 and Mac OS).
- Good understanding of Active Directory, SCCM and/or JAMF.

**How to Apply**

To apply, please upload your latest CV.

**Benefits at the Guardian**

**Culture & Wellbeing**

We want everyone to feel like they belong at the Guardian and we champion diversity of thought. Our various employee forums provide a platform to use their voice to foster an inclusive workplace.

You will also have the opportunity to hear unique insight from our journalists in our morning conference, a live discussion on the news story of the day.

We offer great tools to help you prioritise your wellbeing including free yoga and pilates. These run alongside our corporate gym membership and cycle to work scheme.

**Learning & Development**

We encourage personal and professional growth. Employees have access to a broad range of tools and solutions, and we are happy to support the pursuit of professional qualifications through vocational courses and apprenticeships.

**Our Working Environment**

We take pride in our surroundings and are pleased to offer versatile meeting rooms and colourful communal areas. We have a brilliant canteen that caters to breakfast, lunch and dinner, with views overlooking Regent's Canal.

**Additional Benefits & Policies**

We offer 30 days annual leave per annum, plus an additional 5 day holiday purchase scheme. Our pension scheme is generous; if you contribute 5% then we will contribute 8-12% (depending on your age). We believe in giving back, which is why employees are given 2 volunteering days annually and the option of payroll giving. Season ticket loans are also available.

You are entitled to life cover, income protection, healthcare, sick pay and eye tests. You can also opt in to dental insurance.

We have enhanced maternity, paternity, adoption and shared parental leave policies in place. We also support our employees by offering an IVF, menopause, baby loss, and trans equality policy.

Job Number

133

Location

London, United Kingdom

Business Area

Technology

Employment Type

Full time

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