2nd Line Support (SC cleared or SC clearable)

LA International; Barrow-in-Furness; Presencial; GBP 26.000 - 38.000; Jornada completa

Descripción de la vacante

LA International is seeking an IT Support professional for 2nd line incident and request resolution. You will handle Windows 10/11 environments, Office, printing, and network issues while maintaining SLA targets and coordinating with Level 3 teams.

The role requires experience with ITSM tools (ServiceNow), SCCM, Active Directory and flexible hours. A UK driving licence is expected for on-site tasks and site access.

Formación

• In-depth knowledge of Microsoft Windows OS (Windows 10/11) including build, configuration and registry settings.
• Experience with LTSC Channels and KIOSK is desirable.
• Basic understanding of SCCM/Active Directory and IT service models.

Responsabilidades

• Undertake incident and request tasks.
• 2nd line responsibility for resolving incidents to SLA.
• Maintain a 2% incident per month target.
• Complete assigned works within timeframes.
• Undertake project tasks supporting Project Managers.
• Handle Non Standard Requests per timescales.
• Coordinate with Level 3 teams to highlight major issues.
• Resolve technical issues for laptops/desktops, networks, printers, etc.
• Install and configure software and hardware.

Conocimientos

Windows OS

Active Directory

ITSM

ServiceNow

Networking (LAN/WAN/Wi-Fi)

Printer support

Office suite

SCCM

UK Driving Licence

Herramientas

SCCM

Active Directory

ServiceNow

Descripción del empleo

Role:

• Undertake incident and request tasks
• Possess 2nd line responsibility for resolving incidents to SLA
• Maintain a ?2% incident per month target
• Be responsible for the completion of assigned works within allocated timeframes
• Undertake Project Tasks, supporting both internal and external Project Managers
• Undertake Non Standard Requests tasks to agreed timescales
• Proactively communicate and coordinate with Level 3 teams to highlight major level issues
• Find resolution of technical issues for laptop/desktop hardware, networks, printers, etc.
• Install & configure software and hardware

Your skills and experience

• An in-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 & Windows 11), including build, configuration and registry settings is required, along with a level of proficiency in Microsoft Office.
• Experience handling LTSC Channels and KIOSK is highly desirable
• Basic level understanding in SCCM/Active Directory and a working knowledge of IT service models
• Networks experience to include an understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
• An appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, along with general etiquette
• Computer peripherals - including but not limited to printers (including MFD's), display screens, docking stations, port replicators, cameras and scanners
• Working Knowledge of IT Service Management (ITSM) software (ServiceNow)
• Excellent customer interface and customer service skills
• Some flexibility with working hours when needed
• Full UK Driving License.

LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.

A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported.

We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply. If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.

Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.