2nd Line Support Analyst

**2nd Line Support Analyst (6 Month Fixed Term Contract)**

**Job Introduction**

This 2nd Line role is responsible for supporting the delivery of VOIP telephony deployment activities whilst also providing cover and support for the wider 2nd Line Team supporting members of the Inchcape UK business community (Retail and Group) with problemsrelating to their use of IT. The team operates a shift system, providing cover during core hours 8:00 to 18:00, Monday to Friday and the role may involve some travel to other Inchcape sites.

**Main Responsibilities**

The 2nd line support role is responsible for;
- Managing support queues to Service Desk Standard.
- Build PCs and Laptops as required.
- Resolve incidents/problems with servers, PCs, network, and comms infrastructure.
- Resolve tickets escalated from 1st line support.
- Support the deployment of the VOIP telephony platform and troubleshoot technical and end user issues arising from the deployment activities.
- Analyse logs to find information requested by the business and to help find the causes of issues.
- Own Major Incidents including liaising with 3rd parties.
- Manage incidents raised with 3rd parties where users have a dependency on the resolution.
- Maintain good working relationships with other members of the IT team and as well as members of other departments including 3rd parties to ensure delivery of quality service.
- Undertake administrative processes and procedures ensuring that they are followed accurately, diligently and are completed efficiently with mínimal supervision.
- Ensure user compliance with corporate, IT and security policies.
- Identify opportunities for improvement and make recommendations to line management.
- Document actions in cases to effectively communicate information internally and to customers.
- Take immediate action to limit damage, according to the security policy, which may include escalation to next level, and record the incident and actions taken.
- Embedding information security into key processes, procedures and working practices.
- ITIL Service Management at Foundation level is desirable.
- Competent experience of various Operating systems Windows: 10 and Windows 11 and Mac/iOS.
- Experience of mobile device management and supporting a fleet of corporate devices such as iPhones, iPads and tablets. (VMWARE WorkspaceOne/Airwatch)
- Knowledge of Active Directory and Exchange; general administration of users’ accounts and mailboxes (Exchange 2010 and Exchange online O365)
- He/she must be able to work calmly under pressure, with the ability to manage potential conflicts and prioritise conflicting demands.
- Ability to work both independently and within multi-disciplined teams.
- Requires strong critical thinking and problem-solving skills
- Requires practical experience with TCP/IP networking
- Has experience with several of the following security products: Checkpoint, Netskope, Sentinel 1 or other security technologies
- Experience supporting/deploying VOIP telephony products. 8x8 experience would be an advantageous

**Benefits**

2nd Line Support Analysts will receive a competitive base salary, we also offer great benefits including:

- Vehicle purchase discounts - There are plenty ways that you & your family can Drive with Us at Inchcape, from vehicle discounts to service offers. Own your dream car for less.
- A pension that pays - Our flexible pension scheme gives you the freedom to plan for the future in a way that suits you. Choose exactly how much you want to contribute on a monthly basis
- Save as you earn plan
- reap the rewards of Inchcape’s success and effortlessly grow your savings. Save every month for a set period in order to buy Inchcape shares at a discounted price.
- Life Assurance - we give you the peace of mind when you need it most
- Health Shield Cash Plan - Supporting your health and your wallet, this benefit reimburses you the cost of everyday health care from prescriptions to dental work.
- Employee Discounts with The Showroom - make your salary go further with the discounts and cashback offers available at over 1000 retailers
- Employee Assistance Programme - We take employee wellbeing seriously at Inchcape, we offer a programme to support all our colleagues and families with whatever challenges they may face at work or at home 24/7 365 days a year.
- And much more.

**About The Company**

Inchcape is a leading independent global automotive distributor and retailer. We aim to deliver an outstanding customer experience at every one of our franchised dealerships, and to support this all our dealerships have specialist, manufacturer trained staffto ensure you and your car receive the best possible attention.

OUR VISION: To be the world’s most trusted automotive Distributor.

Inchcape is ambitious We are pursuing a strategy of growth, both organically and by acquisition, across the globe. We have a number of exciting opportunities for equally ambitious talent.