Senior IT Support Specialist - 2nd Line (Hybrid)

Howden Group Services Limited; Perth; Hybrid; GBP 34,000 - 43,000; Full time

Job summary

Howden is seeking an IT Support SME to monitor customer experience, manage knowledge and resolve major incidents. The role provides Tier 1.5 and 2nd line support to employees globally with on-site work in Scotland (Perth) three days per week and occasional travel.

The ideal candidate will have strong troubleshooting, stakeholder communication, and experience with ServiceNow, Active Directory, and Microsoft 365. Rotation covers 7am–7pm office and 6pm–midnight home shifts.

Qualifications

• ITIL Foundation V3/V4 certification required.
• Experience in IT service management and incident handling.
• Knowledge of FCA requirements and data protection basics.

Responsibilities

• Provide Tier 1.5 and 2nd line IT support to employees.
• Monitor customer experience and contribute to knowledge management.
• Resolve incidents and requests within agreed SLAs.
• Liaise with third‑party support and internal tech teams.
• Manage incidents via ServiceNow and document actions taken.
• Support remote and desk‑side users, on rotation.
• Participate in rota covering 7am–7pm (office) and 6pm–midnight (home).
• Assist with major incidents as required.

Skills

Customer service

Communication

Teamwork

Problem solving

Prioritisation

Proactive

Independent working

Education

ITIL Foundation V3/V4

Tools

Active Directory

Microsoft 365

SCCM

Intune

Mimecast

Teams

Zoom

Webex

Condeco

Crestron

Job description

Howden is seeking an IT Support SME to monitor customer experience, manage knowledge and resolve major incidents. The role provides Tier 1.5 and 2nd line support to employees globally with on-site work in Scotland (Perth) three days per week and occasional travel.

The ideal candidate will have strong troubleshooting, stakeholder communication, and experience with ServiceNow, Active Directory, and Microsoft 365. Rotation covers 7am–7pm office and 6pm–midnight home shifts.