2nd Line Support Specialist

7 months ago


London, United Kingdom SSP Full time

**About the Role**:
The role of **2nd Line Support Specialist **is to provide local support to Head Office users as well as all of Group IT’s customer base, making sure all operational and internal systems are working and accessible in accordance to the SLA agreed by Group IT.

**As the 2nd Line Support Specialist your main Duties and Responsibilities will be**:

- Support and maintain all the Group IT’s user base and solutions including OS, Application, internet connections and training.
- Support UK 1st line in fixes they cannot complete and ensuring that multiple tickets are recognised and resolved in an improved manner.
- Assist in managing and maintaining the Group IT server estate by completing the appropriate restarts, capacity, and account management.
- Assist in supporting and maintaining SSP Group IT’s Monitoring and Automation Solution.
- Developing training packages and automation tools (e.g., PowerShell scripts) to allow the global 1st line teams to fix more tickets and reduce the number of tickets entering the 2nd line queue.
- Work with the IT Operations teams to automate as many processes as possible, using knowledge both from your own team and others to remove manual work from the process.
- Assist IT Operations understand missing sales data and where/how best to look for the root cause and escalate when appropriate to do so.

**Skills and Knowledge**

**Essential**:

- Experience working within a Global IT team in a fast-paced environment
- Ability to quickly understand a problem and triage the tickets coming into the team’s queue, monitoring, and spotting trends to alert the correct teams to ensure they’re investigated.
- Have a good knowledge of all IT aspects.
- Know when to escalate if the problem could impact the completion of a task or a key aspect of the IT service.

**Desirable**:

- Experience working with SSP’s systems and processes.
- Completed an IT Apprenticeship/A Level in an IT field or relevant work experience



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