2nd Line Support (SC cleared or SC clearable)

Free-Work UK; United Kingdom; On-site; GBP 28,000 - 38,000; Full time

Job summary

Free-Work UK is seeking a capable 2nd line IT Support professional. You will handle incident and request tasks, ensuring resolution within SLA targets, and coordinate with Level 3 teams for major issues.

You will troubleshoot hardware, software, and network problems, install/configure software and hardware, and support internal/external project managers on tasks as needed. A full UK driving license is required.

Qualifications

• Proficient in Windows 10/11, Office suite and registry settings.
• Experience with LTSC channels and KIOSK is desirable.
• Basic understanding of SCCM/Active Directory and ITSM concepts.
• Networking knowledge including LAN/WAN/VLAN, VPN, DNS/WINS.

Responsibilities

• Undertake incident and request tasks.
• Second line support to resolve incidents to SLA.
• Maintain target of 2% incidents per month.
• Complete assigned work within timeframes.
• Coordinate with Level 3 teams to highlight major issues.
• Install and configure software and hardware.

Skills

Windows OS

Microsoft Office

ITSM knowledge

Customer service

Driving license

Good communication

Flexibility

Tools

ServiceNow

SCCM

Active Directory

VPN

Networking basics (LAN/WAN/VLAN)

Outlook

Job description

• 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

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.