TechOps, Level 2 technician

Glocomms; Staines-upon-Thames; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Glocomms is looking for an IT Support Specialist in Staines-upon-Thames to provide both onsite and remote IT support across various services. You will act as a key point of contact for technical issues, ensuring timely incident resolution and maintaining high customer service standards.

Your role includes documenting all tickets in ServiceNow, contributing to knowledge sharing, and managing hardware and software inventory. This position offers the opportunity to engage in vendor management and enhance IT operations with tools like ServiceNow and Palo Alto SASE.

Qualifications

• Experience in providing onsite and remote IT support.
• Strong knowledge of hardware and software environments.
• Ability to document incidents accurately in ServiceNow.

Responsibilities

• Provide onsite and remote support for IT incidents.
• Ensure compliance with Service Level Agreements (SLAs).
• Manage hardware and software inventory effectively.

Skills

End-user support

Technical troubleshooting

Customer service

IT services knowledge

Documentation skills

Tools

ServiceNow ITSM

Palo Alto SASE

CrowdStrike Falcon Sensor

Job description

Overview

Provide both onsite and remote end-user support across a wide range of IT services, ensuring timely resolution of incidents related to computers, printers, hardware, and software environments. Act as a key point of contact for technical issues, maintaining a strong customer service approach while troubleshooting and resolving problems efficiently.

Ensure accurate and comprehensive documentation of all assigned tickets within ServiceNow, including detailed descriptions of issues, actions taken, and final resolutions. Contribute to the continuous improvement of knowledge sharing by creating and maintaining internal and external knowledge base (KB) articles within ServiceNow and Atlassian Confluence, enabling faster issue resolution and reducing repeat incidents.

Adhere strictly to agreed Service Level Agreements (SLAs), ensuring that all requests and incidents are prioritised, tracked, and delivered within defined timelines. Support the management of hardware and software inventory, maintaining accurate records and assisting with asset tracking and lifecycle management.

Responsibilities

Coordinate and execute hardware refresh cycles in line with established refresh plans, ensuring minimal disruption to business operations. Provide ongoing corrective maintenance support, diagnosing and resolving faults across devices and systems as required.

Vendor & Devices

Manage relationships with third-party providers and vendors, including handling warranty claims, escalations, and service coordination to ensure issues are resolved effectively. Where applicable, provide support for Apple devices, including MacBook Pro, iPhone, and iPad, alongside standard enterprise hardware.

Tools & Technologies

Additionally, exposure to tools such as ServiceNow ITSM, Palo Alto SASE, and CrowdStrike Falcon Sensor is advantageous, supporting broader security and infrastructure operations.

Solutions to support

• Hardware - standard products
• HP - Notebook and docking station
• Ricoh - Network printer managed by Level 3 team with Ricoh Streamline solution
• Software - standard applications
• Microsoft - Microsoft Windows 11, Microsoft Office 365 incl. OneDrive, SharePoint, Microsoft Teams
• Cisco - Webex Teams suite -> will be migrated end Q3/early Q4 to Microsoft Teams globally
• Adobe - Reader and DC