IT Support Engineer 2nd Line

IT Support Engineer 2nd Line

Location: Gloucestershire Care Home Locations.

Salary: £27,000-£29,000 per annum (DOE)

About the role:

We are looking to recruit for a 2nd Line IT Support Engineer for our Gloucestershire Region, working hybrid across OSJCT Trust sites and care homes. The 2nd Line IT Support Engineer is part of a team responsible for resolving all calls in the 1st and 2nd line queues and escalating incidents and requests.

You will be responsible for ensuring that positive customer experience and customer satisfaction are considered in all interactions. You will take ownership of tickets assigned to you and ensure that, as a team, the quality of the information taken, provided, and used to support IT operations is clear, useful, and documented.

About You:

Directed and scheduled by the IT Service Desk Manager, you will occasionally work from OSJCT care homes to fault find issues with telephony, networking, and desktop computing. Acting as a positive ambassador for IT, you will look to empower staff in the use of their technology and report site and IT service intelligence back into the IT department with the motivation to improve the experiences of both.

You will intermittently act as a project resource, demonstrating ownership, clear communications, and expertise while balancing reactive operational needs against proactive delivery of controlled change.

Other skills and experience required include:

• Providing a single point of contact for non-IT staff and logging all calls received, ensuring high standards and quality in terms of user experience and information gathered.
• Triaging and escalating more complex issues to third line support colleagues in compliance with relevant internal IT Policy, with sufficient clarity and detail to support the third line colleague in understanding and addressing the issue.
• Escalating requests and incidents based upon priority, impact, and complexity to internal and external resources, ensuring ownership throughout the lifecycle of the request or incident unless agreed otherwise.
• Supporting the principles of best practice service management by adopting existing policies and procedures and providing support for the work to develop new and improved ones.
• Reviewing, amending, and creating call scripts and service intelligence documentation to increase the effectiveness of the IT team and the experience of the employee.

About our Benefits:

We operate a hybrid working policy where you must spend a minimum of 2-3 days in the office, and the remaining time can be worked from home.

As a key member of the IT Service desk team, you can expect benefits such as:

• Contributory company pension scheme
• Life assurance
• 25 days’ holiday + Bank Holidays
• Free parking
• Access to Blue Light Card giving you discounts on shopping, holidays, cinema, dining, days out, and much more!