IT Technical Support Technician - 2nd Line Support
Recruiter
Quilter
Listed on
12th December 2019
Location
Newcastle
Salary/Rate
Competitive + Benefits
Salary Notes
Competitive + Benefits
Type
Permanent
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
IT Technical Support Technician - 2nd Line Support Location: NewcastleCompany: Quilter Plc
Department: Group Technology Solutions
Type of Contract: Fixed Term Contract
Closing Date: 11th January 2020 As an IT Technical Support Technician you will provide 2nd line support within our service-desk environment, supporting multiple business units, ensuring that all requests are completed within the agreed SLA's. You'll be responsible for the development and maintenance of the desktop infrastructure and associated deployment and repairs. You'll proactively aid in the design, enhancement and support of the core IT infrastructure across all sites including the deployment of end-user hardware and repairs. About us Quilter Financial Planning is part of Quilter, a leading provider of advice, investments and wealth management, with a portfolio of £114.9 billion of investments and over 900,000 customers worldwide. Established in 2006, we've grown to become the UK's largest distributor of financial advice. In fact, over 3,000 advisers have chosen us as the place to develop and grow their businesses. Why, because we have the size, financial strength and people with the knowledge and expertise to help advisers achieve more. You won't just find diverse, talented and friendly teams here either. You'll also discover an inclusive culture and every opportunity for personal and professional development. Key Responsibilities and Scope of role: Provide 2nd line technical support and guidance to the service-desk on all end-user incidents Provide proactive/reactive deskside support to end users Aid in the support of local office Network Infrastructure Support the service desk in providing telephony-based support, during peak periods and times of high demand Researching and understanding the benefits and impact of new systems, services or technologies, making any recommendations to management based on the needs of the service-desk Produce costings and solution designs when recommending new IT systems, services and technologies Contribution to the change, release & deployment management processes providing end-user technical knowledge and expertise in the creation and submission of change requests, change evaluation, release planning and implementation Lead on the validation, testing and acceptance into service process in relation to the end-user hardware requirements Supporting Knowledge Management by documenting end-user support related knowledge articles, local work instructions, system configuration, operational and user manuals, ensuring that they are up to date and properly utilised Provide mentoring and knowledge transfer to the service-desk to facilitate personal growth, quality improvements and resource efficacy Supporting Problem Management in undertaking diagnosis and resolution of problems and in validating and maintaining the Known Error Database Supporting access management by maintaining infrastructure specific access rights by undertaking creation, deletion and modification of user accounts whilst ensuring access controls are maintained and regularly monitored and reviewed in conjunction with security policies Suggest service improvements in process and technologies to meet business objectives All other service deliverables dependant on business needs Key Behavioural Skills and Qualifications: Excellent organisational and planning skills with the ability to manage a variety of tasks and responsibilities with a clear delivery focus Thrives in a dynamic busy environment, can prioritise tasks appropriately and copes with pressure well; can accommodate numerous competing demands An excellent communicator who is comfortable dealing with a variety of audiences (e.g. Executive Directors, advisers, staff and 3rd party IT suppliers) across all common communication channels. Can tailor communications appropriately to the audience without approval Flexible and adaptable to an ever-changing environment with the ability to work under pressure whilst remaining focused and calm Proven experience of delivering infrastructure design and support within an enterprise environment Substantial experience in a technical role providing 2nd and/or 3rd line support on both end-user and Infrastructure technologies A solid understanding of key technologies, including Microsoft end-user /server products, VMWare, and Citrix at an administrator level Good understanding of business continuity and IT security best practice and procedures Ability and willingness to travel to other sites as required Awareness of IDS tools Experience of troubleshooting and using remote access tools Systems Management Server (SMS) - package deployment Strong working knowledge of ITIL Awareness of ISO2000027000 ITIL® Foundation Microsoft certification (desirable) VCP (desirable) CCNA (desirable) Computer related degree (desirable) Benefits: No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create. Core Benefits (Perm) Holiday: 25 days Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions Private Medical Insurance: Single cover as standard, cover can be increased at your own cost Life Assurance: 4x your salary, cover can be increased at your own cost Income Protection: 75% of salary payable after 26 weeks of absence In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction. Our promise At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.
