Service & Support Technician

Avidity; Glasgow; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A dynamic technology company in Glasgow is seeking a full-time Service & Support Technician to manage technical escalations and support the Service Desk team. This hybrid role offers a salary of £28k-£32k, with generous benefits including 25 days holiday, family-friendly policies, and excellent career progression opportunities. Ideal candidates will have at least 2 years of experience in a technical support role and strong skills in various operating systems.

Benefits

25 days holiday per annum

Enhanced maternity and paternity pay

Health cash plan

Private health care

Annual pay reviews

Qualifications

• At least 2 years of experience in an IT support or technical escalation role.
• Ability to articulate technical language to all levels across the business.
• Strong ability in using operating systems such as Android, iOS, & Windows 11.

Responsibilities

• Resolving and owning technical escalations from the Service Desk Analysts.
• Ticket and call management, managing expectations and prioritizing tickets.
• Carrying out daily system checks including backup and reporting.

Skills

Technical escalation management

Troubleshooting

Strong communication skills

Workload management

TeamViewer Remote Support

Microsoft 365

Active Directory

Microsoft Intune

Tools

TeamViewer

Microsoft 365

Active Directory

Azure Active Directory

Microsoft Intune

Job description

Overview

Service & Support Technician (level 2)

Glasgow - Full time, Permanent

Hybrid - home and office (1 to 3 days in office - please note there are no set office days)

£28k- £32k, company bonus, annual leave purchase + more

We are looking for a Service and Support Technician to play a key role within the CIO IT Service and Support team. With the Service Desk as the front-line of Avidity Group Support, providing excellent customer service to our colleagues and acting as the ‘front of house’ for tickets and queries entering the support ecosystem, your role will be critical as the technical escalation point for the frontline Service Desk Analysts. You will help to resolve complex technical issues minimising business impact

You will come from a 2nd or 3rd line Service Desk analyst role with experience of dealing with technical escalations quite easily in a fully cloud based organisation. You will play a key role within our IT Service & Support Team providing excellent service to our colleagues whilst supporting the Service Desk team.

Working hours are between 8am-6pm, working across 2 shift patterns 8-5 & 9-6

The main responsibilities of the role include, but not limited to:

• Resolving and owning technical escalations from the Service Desk Analysts
• Ticket and call management, acknowledge and respond to all incoming colleague tickets, managing expectations and prioritising tickets as per prioritization guidelines
• Carry out daily system checks including back up and reporting
• Set up/ remove end user accounts and licences
• Incident management, identifying core issues, follow incident management policy.
• Technical support & consultancy, create, update and maintain support knowledge base, Service desk ticketing system.
• Perform remote installs via Managed Play Store and/or Company Portal
• Contribute and support CIO delivery team on key business project initiatives

Why join our team?

Here are just a few of the reasons our colleagues love working here:

• SMART Working, 40 hours Monday- Friday
• We champion equality & inclusivity and are passionate about creating a workplace that promotes and values diversity.
• 25 days holiday per annum + bank holidays
• Family-friendly policies & support such as enhanced maternity or paternity pay, enhanced adoption pay, carers leave & parental leave*
• Plus, lots of amazing discounts, financial & wellbeing support via our EAP, life assurance, enhanced sick pay
• We encourage flexibility, life outside of work and a healthy work/life balance so take advantage of our smart working policy
• Annual pay reviews and access to early pay
• Plus, lots of amazing discounts, life assurance x3 salary, enhanced sick pay, health cash plan, private health care & more
• Fantastic progression opportunities across Avidity Group

Do you have what it takes?

• You will have at least 2 years of proven and recent experience in an IT support or similar technical escalation role.
• Strong ability in using operating systems such as Android, IOS, & Windows 11.
• Ability to articulate technical language to all levels across the business, both to colleagues and key stakeholders.
• Experience in troubleshooting issues.
• Strong communication skills both written and verbal.
• Strong workload management and prioritization skills.
• Have experience in the following: TeamViewer Remote Support, Microsoft 365, Modern SharePoint, Active Directory & Azure Active Directory plus Microsoft Intune & Autopilot

If this role sounds like the ideal role for you Apply Now!