2nd Line IT Support Specialist - Excelcare Holdings : Job Details

Are you an experienced IT Support professional with a proven track record of 3 or more years in a similar role, ready to advance your career? We have an exciting opportunity tailored just for you!

At Excelcare, we have an exciting opening for a 2nd Line IT Support Specialist to join our IT Department and support over 3100 users and work collaboratively as part of a wider team. As we continue to grow within the department and the organisation, you'll join us at a pivotal moment during our digital transformation program. Our goal is to seamlessly integrate our Operations, Care, Quality & Central Services systems, enabling us to operate as a highly effective business.

What you can expect:

• Salary: up to 40k depending on experience
• Full time role working from Monday - Friday, based at our Head Office in Bromley.
• Hybrid Working: 1-2 days remote after probation

Main Responsibilities:

• Provide expert-level technical support to end-users, both remotely and in person.
• Take ownership of the ticket queue, ensuring timely resolution of complex incoming requests.
• Prioritise and schedule advanced technical issues, with the ability to escalate when necessary.
• Maintain thorough documentation throughout the problem-solving process, from initial request to resolution.
• Cultivate strong relationships with customers to gather detailed information about issues and provide tailored solutions.
• Utilise advanced diagnostic tools to troubleshoot and resolve complex problems effectively.
• Access and leverage knowledge bases and online resources for efficient problem resolution.
• Demonstrate mastery in the organization's software and hardware.
• Conduct thorough post-resolution follow-ups to ensure customer satisfaction.
• Play a pivotal role in configuring and managing user profiles.
• Lead hardware installation and configuration efforts.
• Provide advanced support for a range of applications, including Windows 10/11, MS365, administration level in Exchange, OneDrive, Teams, SharePoint.

Desired Skills and Experience:

To excel in this role, you should possess the following qualifications and experience:

• Experience: You have a minimum of 3 or more years of experience working in a service desk environment in a 2nd line support function.
• Technical Knowledge: You have a strong command of Windows, O365, Active Directory, and Microsoft Exchange. Additionally, you possess a solid understanding of basic networking principles.
• Hands-on Expertise: You have notable hands-on experience as a service desk analyst and can effectively manage and monitor Office 365 services and desktop support, including MDM for IOS and Android devices, laptops, and desktops.
• Microsoft Endpoint Manager: Familiarity with Microsoft Endpoint Manager InTune.
• ITSM Ticketing System: Experience with ITSM ticketing systems like FreshService or similar platforms is highly desirable.
• Communication Skills: You demonstrate excellent communication skills at all levels, ensuring clear and effective interactions with users and colleagues.
• Customer-Centric Approach: You are known for your exceptional customer service skills and your ability to build strong relationships with both users and colleagues.
• Problem Solving: You have a proven track record of leading and coordinating professional and timely responses to complex IT issues and requests. You excel in resolving issues efficiently and effectively, while also ensuring transparent communication of status and progress in alignment with agreed SLAs.
• Driving License: A full clean driving license is required for this role.

If you meet these qualifications and are eager to take on the responsibilities of a 2nd Line IT Support Specialist, we encourage you to apply for this position. Join our team and contribute to our commitment to delivering outstanding IT support.

What we offer in return for your hard work:

• 25 Days holiday plus bank holidays
• Comprehensive induction programme
• Contributory Pension Scheme
• DBS Certificate paid for by Excelcare*
• Free learning and development
• Annual Salary Review
• Employee of the month - £100 for outstanding contribution
• Refer a Friend Scheme*
• Staff Appreciation Days
• Long service awards
• Working within a great, friendly team and organisation
• Regular team lunches and company events
• The opportunity to enhance your existing skills and learn many new ones
• Remote working 1 - 2 days per week after probation period

*Terms & Conditions apply

If this sounds like the role for you, please apply online today