Senior IT Support Specialist – 2nd Line (Remote/Onsite)

Howden UK Brokers; Perth; On-site; AUD 87,000 - 126,000; Full time

Job summary

Howden UK Brokers is seeking an IT Support SME to monitor customer experience, support knowledge management, and contribute to major incident resolution. The role provides advanced Tier 1.5 and 2nd line support, serving as a key escalation point for the third-party provider and employees globally.

Location: Scotland (Perth). Office-based 3 days per week. Travel to UK offices as required. Full-time permanent position with working hours across core and outside hours on rota basis.

Qualifications

• Candidates should demonstrate excellent customer service and a can-do attitude.
• Strong communication skills, both written and verbal, across stakeholders.
• Ability to work in a team and manage multiple tasks with priority.
• Sound problem-solving skills and logical thinking under pressure.
• Familiarity with mobile devices and common conferencing tools.

Responsibilities

• Provide Tier 1.5 and 2nd line IT support to employees globally.
• Monitor customer experience and work with Unisys to meet CSAT targets.
• Triaging and resolving IT issues within SLA/Priority, escalating when needed.
• Maintain knowledge base and assist with incident management in ServiceNow.
• Support executive users and participate in major incident handling.

Skills

Customer service mindset

Excellent communication

Team collaboration

Problem solving

Proactive

Working under pressure

Mobile devices familiarity

Tools

ServiceNow

Microsoft Office

Microsoft Teams

Zoom

Webex

Condeco

Crestron technology

Job description

Howden UK Brokers is seeking an IT Support SME to monitor customer experience, support knowledge management, and contribute to major incident resolution. The role provides advanced Tier 1.5 and 2nd line support, serving as a key escalation point for the third-party provider and employees globally.

Location: Scotland (Perth). Office-based 3 days per week. Travel to UK offices as required. Full-time permanent position with working hours across core and outside hours on rota basis.