Hybrid IT Support Specialist - 2nd Line

Howden Group Holdings; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Howden Group Holdings is hiring an IT Support SME in Manchester. This role is office-based 3 days per week with hybrid flex and UK-wide travel as needed. You will provide advanced Tier 1.5/2nd line support, lead knowledge management, and collaborate with a third-party provider to maintain service levels.

You will work with Windows, AD, Office 365, Mimecast and collaboration tools, delivering strong customer service and proactive issue resolution in a fast-paced environment.

Qualifications

• IT industry experience required.
• Microsoft Windows 10+ knowledge required.
• Experience with AD, Exchange/Office 365 and collaboration tools.

Responsibilities

• Tier 1.5 & 2nd line support to Unisys team, remote-first for global employees.
• Monitor customer experience and remediation to achieve high CSAT.
• Own knowledge management and regular KB updates for SMEs.
• Escalate incidents via ServiceNow and manage escalations.
• Provide advanced IT troubleshooting and root-cause analysis.
• Act as Major Incident contributor with documented MI processes.

Skills

Customer service

Communication skills

Teamwork

Problem solving

Windows expertise

Mobile devices

Office 365

Active Directory

Remote support

Incident management

Education

ITIL Foundation V3/V4

Tools

Active Directory

Office 365/Microsoft 365

Mimecast

Microsoft Teams

Zoom

SCCM

AutoPilot

CoPilot

Crestron

Condeco

Job description

Howden Group Holdings is hiring an IT Support SME in Manchester. This role is office-based 3 days per week with hybrid flex and UK-wide travel as needed. You will provide advanced Tier 1.5/2nd line support, lead knowledge management, and collaborate with a third-party provider to maintain service levels.

You will work with Windows, AD, Office 365, Mimecast and collaboration tools, delivering strong customer service and proactive issue resolution in a fast-paced environment.