2nd Line Analyst Position

1 week ago


Glasgow, Glasgow City, United Kingdom Arnold Clark Group Full time

Job Description

We are looking for an experienced Digital Services Technician to join our team in Glasgow. As a 2nd Line Analyst, you will be responsible for delivering technical solutions to our employees across the UK.

About the Role:

The successful candidate will have substantial previous experience of working in a busy IT Support Desk environment, preferably in a 2nd line position. You will be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications.

Key Responsibilities:

  • Providing 2nd line user, hardware, software, and network support for our employees.
  • Acting as Incident Comms Manager and Escalation / Queue Manager on a rotational basis.
  • Identifying and managing incidents and requests, liaising with third-party suppliers.
  • Training and mentoring our 1st line support team.
  • Writing and updating technical information.
  • Working with 3rd line teams to resolve incidents.

Requirements:

  • Over 2 years' IT support experience.
  • Experience of computer hardware/software troubleshooting and problem solving in an MS Windows environment.
  • Good knowledge of Active Directory user/group management.
  • Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN etc.
  • A strong focus on service delivery and customer satisfaction.
  • Attention to detail with a methodical and thorough approach to work.
  • Ability to stay calm under pressure.
  • Strong written and communication skills.
  • Ability to work as part of a team.
  • High levels of organization with excellent communication skills.
  • Great time management skills and the ability to prioritize multiple responsibilities.

Estimated Salary Range: £30,000 - £40,000 per annum



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