Second Line IT Support Engineer

SCG Connected; Dummer; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 Days Holiday

Birthday Day Off

Buy Holiday Scheme

Career Development and Progression

Employee Assistance Programme

Enhanced Company Sick Pay

Discounted Retail Vouchers

Reduced Gym Membership

SCG Mobile Benefit

Employee Referral Bonus

Annual Salary Reviews

Onsite Canteen (free croissants and no

Free Parking

Charity Events

Job summary

SCG Connected is seeking a capable IT Service Desk professional in the UK to handle escalated tickets from the First Line Service Desk, diagnose complex issues, and escalate to specialist teams when required.

You will guide First Line colleagues, support EUC endpoint protection and software deployment, and contribute to knowledge base and end-user documentation while maintaining SLA targets.

Qualifications

• Strong communication skills; explain technical topics to non-technical users.
• Customer-focused with commitment to delivering excellent service.
• Solid understanding of IT support principles and end-user computing technologies.
• Strong diagnostic and problem-solving skills across IT disciplines.
• Experience with identity and access administration, endpoint protection, and software deployment.
• Ability to guide and mentor First Line colleagues.
• An understanding of ITIL service management principles.

Responsibilities

• Receive and resolve escalated tickets from First Line Service Desk.
• Diagnose and resolve complex issues not resolved at first line.
• Escalate issues to Infrastructure, Security, or specialist teams when required.
• Provide guidance and support to First Line colleagues on technical matters.
• Support EUC endpoint protection activities and software deployment.
• Support EUC patch management to ensure up-to-date software.
• Log all support interactions and resolution details in the ticketing system.
• Contribute to knowledge base articles and end-user documentation.
• Stay informed about SLA targets and outage communications.

Skills

Communication skills

Customer focus

IT support principles

Diagnostic skills

Identity & access administration

Endpoint protection

Software deployment

Mentoring First Line colleagues

ITIL service management

Tools

Ticketing system

Job description

Responsibilities

• Receiving and resolving escalated tickets from First Line Service Desk.
• Diagnosing and resolving more complex technical issues that cannot be resolved at first line.
• Escalating issues to Infrastructure, Security, or specialist teams when required.
• Providing guidance and support to First Line colleagues on technical matters.
• Supporting EUC endpoint protection activities by ensuring end-user devices are covered by protection software.
• Supporting software deployment activities, rolling out EUC software to users.
• Supporting EUC patch management activities to ensure software is updated to the latest, secure versions.
• Supporting identity and access administration activities in compliance with defined IAM policies, including more complex account provisioning and access requests.
• Supporting user training activities to ensure users are trained to use IT systems effectively.
• Supporting the development of end-user documentation to help users utilise systems and services.
• Staying informed about SLA targets and working to achieve them.
• Being kept informed during major service outages to understand the impact on users and support communications
• Accurately logging all support interactions and resolution details in the ticketing system.
• Contributing to the maintenance and improvement of knowledge base articles and end-user documentation.

Skills and Experience

• Strong communication skills, with the ability to communicate technical subjects in non-technical ways to users.
• Customer-focused approach with a commitment to delivering excellent service.
• Solid understanding of IT support principles and end-user computing technologies.
• Strong diagnostic and problem-solving skills across a breadth of IT disciplines.
• Experience with identity and access administration, endpoint protection, and software deployment.
• Ability to guide and mentor First Line colleagues to develop their skills.
• An understanding of ITIL service management principles.
• 25 Days Holiday
• Birthday Day Off
• Buy Holiday Scheme
• Career Development and Progression Opportunities
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• SCG Mobile Benefit
• Employee Referral Bonus
• Annual Salary Reviews
• Pension Scheme
• Onsite Canteen (offering free croissants and free freshly made soup daily)
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.