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2nd Line Technical Support Specialist
1 month ago
Job Summary
We are seeking a highly skilled 2nd Line Support Engineer to join our team at AJ Bell. As a 2nd Line Support Engineer, you will be responsible for handling technical escalations from the Service Desk Team, collaborating with third parties to resolve issues, and standardising and automating processes.
Key Responsibilities
- Provide 2nd Line technical support, both in person and remotely, via MS Teams, telephone, and remote access tools.
- Identify areas for improvement within Service Delivery via automation and standardisation.
- Assist in planning, executing, and seeing Technology Service projects through to completion.
- Produce clear and precise documentation, including training materials, for multiple systems.
- Take ownership of technical problems and see through to resolution even when passed to third parties.
- Liaise with other members of the team for support and escalation, providing adequate and accurate information to discuss and review escalated calls.
- Install, maintain, and support new applications.
- Review services, application delivery, and patching processes.
- Administer backup and restore operations.
- Collaborate with various business and technical teams to enhance overall service delivery.
Requirements
- Excellent customer service and communication skills, with the ability to explain technical issues to non-technical customers.
- Extended administration and troubleshooting experience of the following systems: Azure/Active Directory, Group Policy, MS Exchange, SharePoint, Office 365, VMWare vSphere, and Horizon View Client.
- Automation through use of PowerShell, coding and APIs, including read, write, and debug skills.
- Knowledge and interest in automation software i.e., Jenkins, AdTempus etc.
- Excellent problem-solving and analytical skills, evident via work experience or technical qualifications.
- An active knowledge of information technology, and a passion for keeping up to date with the latest technologies.
- Desire to learn new skills and progress professionally.
- Ability to work under own initiative as well as part of a team.
- Ability to quickly learn and adapt to new systems and technologies, ensuring minimal disruption to service delivery and maintaining high levels of productivity.
- Experience in troubleshooting desktop and system problems, diagnosing, and resolving hardware/software issues. Proficiency in Windows Server and Windows 10/11.
- Incident and problem management experience, provide effective solutions and workarounds to incidents and problems.
- Capability to prioritize and manage multiple open cases and small projects simultaneously.
- Solid understanding of network infrastructure and protocols. Experience with network troubleshooting tools.
- Experience with backup and recovery solutions and strategies.
- Basic knowledge of database management systems (SQL, MySQL).
- Strong experience with cloud services, including cloud migration projects.
- Knowledge of ITIL best practices and experience in an ITIL-based environment.
What We Offer
- Generous holiday allowance increasing up to 31 days with service, plus bank holidays.
- Holiday buy/sell scheme.
- Casual dress code.
- Discretionary bonus.
- Contributory pension scheme.
- Healthcare Cash Plan.
- Dedicated time for proof-of-concepts and assessing new tech.
- Support to attend conferences, events, and meet-ups.
- Buy as you earn share scheme.
- Free annual share scheme.
- Paid study support for qualifications.
- Enhanced maternity/paternity scheme from day one.
- Bike loan.
- Season ticket loan portal.
- Discounted PMI and Dental.
- Free gym.
- Paid volunteering opportunities, free social events and more.
About AJ Bell
At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you'll spend 50% of your time in the office each month. For new team members, the first month will be spent full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.
