IT Support SME — Hybrid/Remote, Major Incident Focus

TigerRisk Partners, LLC.; Manchester; On-site; GBP 32,000 - 42,000; Full time

Job summary

Howden in Manchester is seeking an IT Support SME to deliver advanced Tier 1.5 and 2nd line support. You will troubleshoot, triage and resolve incidents, monitor user experience and collaborate with Unisys and internal teams to maintain high service levels.

The role emphasizes proactive knowledge management, executive user support, and strong communication across locations. You will work in a full-time, office-based pattern with potential rota coverage during core and out-of-hours periods.

Qualifications

• IT support role requiring strong customer service and communication.
• Experience with Windows environments and ITIL practices.
• Familiarity with collaboration tools and remote support.

Responsibilities

• Tier 1.5/2nd line support for staff via remote and desk side.
• Monitor customer experience and escalate incidents per SLA.
• Maintain knowledge base and assist major incident resolution.
• Support third-party provider and internal users across UK and global teams.

Skills

Customer service

Excellent communication

Team collaboration

Problem solving

Prioritisation

Proactive attitude

Education

ITIL Foundation v3/v4

Tools

Active Directory

Windows OS

Office 365

Mimecast

SCCM

MS AutoPilot

MS CoPilot

Job description

Howden in Manchester is seeking an IT Support SME to deliver advanced Tier 1.5 and 2nd line support. You will troubleshoot, triage and resolve incidents, monitor user experience and collaborate with Unisys and internal teams to maintain high service levels.

The role emphasizes proactive knowledge management, executive user support, and strong communication across locations. You will work in a full-time, office-based pattern with potential rota coverage during core and out-of-hours periods.