2nd Line Support Technician

About the role

You will be required to ensure systems and databases are accurate and up to date, performing operational checks on a daily, weekly and monthly basis. You will resolve any system and database technical issues which may have been discovered during these checks.

You will respond to and track all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at the point of logging. You will resolve incidents that have been escalated by the 1^st Line Support Analysts where possible or assign to other resolver teams were appropriate.

You will build IT equipment including laptops and mobiles to an agreed standard set by the Technical Services Team.

About you

Our successful candidate will have extensive experience working in a technical environment with a good working knowledge of current versions of MS Office and Microsoft Windows.

Exceptional customer service skills are a must with the ability to interact with stakeholders of all levels in a professional manner. You should have an understanding and awareness of ITIL framework and processes. You must have a high level understanding of laptop and mobile device hardware.

Excellent troubleshooting and problem solving skills will be required in order to resolve IT queries. Experience of working to and reporting against SLA’s would be beneficial.

Previous experience of supporting SAP Applications would also be desirable.

Our Story And Mission

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.

Our rich experience means we’re uniquely positioned to understand the future of work and learning. And we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, eLearning technologies, executive leadership development, technical training and consultancy.

Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.

What We Offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.

You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.

We welcome a discussion about how this role could work flexibly for you. For example, work pattern, job share, hours or location.

Next Steps and how to apply

If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.