IT Support Specialist

2 months ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Somerset Bridge Group Full time

About Somerset Bridge Group

Somerset Bridge Group specializes in underwriting, broking, and claims handling of UK motor insurance. We are committed to transparent products and exceptional customer service. Our team is dedicated to innovation and sustainability, ensuring a fair and efficient service for our policyholders. We are proud to have received a Silver Accreditation from Investors in People, recognizing the valuable contributions of our employees.

Role: IT Support Specialist - 2nd Line

  • Provide comprehensive technical support across both 1st and 2nd line levels.
  • Ensure all tickets are accurately logged, prioritized, and resolved within agreed service level agreements (SLAs).
  • Handle user inquiries professionally and efficiently, delivering prompt and effective solutions.
  • Adhere to established IT processes diligently, maintaining high standards of accuracy and efficiency.
  • Offer expert support for both hardware and software applications used by our team.
  • Escalate complex issues appropriately, ensuring timely resolution through collaboration with senior technical staff.
  • Contribute to the creation and maintenance of process documentation, enhancing clarity and consistency within the IT department.
  • Maintain user security protocols, safeguarding sensitive information and systems.
  • Provide assistance with infrastructure tasks and IT projects, contributing to the smooth operation of our technology environment.
  • Manage the inventory of IT assets, ensuring accurate records and efficient resource allocation.
  • Participate in site visits as required, providing on-site technical support and guidance.

Required Skills & Experience

  • Proven experience in a 2nd line IT support role.
  • A reliable, enthusiastic, and focused approach to work.
  • Strong understanding of Microsoft desktop operating systems and the Microsoft Office suite.
  • Expertise in TCP/IP networking, LAN, WAN, and Wi-Fi technologies.
  • Knowledge of Active Directory (AD)/Azure AD environments.
  • Solid understanding of PC hardware and software configurations.
  • Excellent written and verbal communication skills.

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