2nd Line IT Support Technician

Job title: 2nd Line IT Support Technician

Department: IT

Location: Halifax

Hours: 37.5 hours per week

Salary: Competitive

We’re looking for a 2nd Line IT Support Technician to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

You will be responsible for providing a comprehensive and efficient 1st line support service to all Activate Group employees. This covers varied aspects of IT administration from end user support to installing, configuring & maintaining IT and Infrastructure equipment. You will also be involved in Key Projects for improvement strategies. You will be interested in emerging technology and be able to work in a fast-paced environment. Managing various support requests prioritising accordingly while keeping end user experience at the for front of your mind is key in this role. This role will be based in the Peterborough office.

Key responsibilities

• Incident Management:
  Diagnose, investigate, and resolve incidents or service requests in a timely manner, ensuring adherence to service level agreements (SLAs).

• IT Infrastructure Maintenance:
  Assist with the configuration, installation, and maintenance of IT infrastructure, including servers, storage, and network equipment to ensure optimal performance and stability.

• System Administration:
  Perform advanced system administration tasks such as managing Active Directory, user permissions, group policies, and server monitoring.

• Root Cause Analysis:
  Conduct in-depth analysis of recurring issues to identify underlying causes and propose long-term solutions to improve system performance and reliability.

• Collaboration with 3rd Parties:
  Liaise with third-party vendors and service providers to escalate and resolve more complex issues, ensuring minimal downtime and disruption to services.

• Documentation & Knowledge Sharing:
  Maintain detailed documentation of issue resolutions, processes, and system configurations to support knowledge sharing within the team and enable faster future troubleshooting.

• Support for Key Projects:
  Participate in and provide technical expertise for IT projects, such as system upgrades, migrations, and new technology deployments to support business objectives.

• Proactive Monitoring & Maintenance:
  Use monitoring tools to proactively identify and address potential problems in the IT environment before they impact users.

• Mentoring & Support to 1st Line Team:
  Provide guidance and technical support to the 1st line support team, helping to upskill them and improve the overall efficiency of the support function.

• Security & Compliance:
  Ensure that systems and networks comply with security standards and policies, addressing vulnerabilities and ensuring the organization’s IT environment is secure.

• Customer-Focused Communication:
  Communicate clearly and effectively with end-users to explain resolutions or updates on the progress of their issues, ensuring customer satisfaction is maintained at all times.

Skills and experience

• Hardworking and can-do attitude

• Strong communication skills

• Understanding concepts of WAN/LAN and Wireless Networks

• Strong expertise in administering and managing Windows, Linux, and/or macOS environments, as well as Active Directory, Group Policy, and user account management.

• Good understanding of hardware (Workstations/Servers/Printers/Projectors)

• Basic knowledge of scripting languages such as PowerShell and MySQL.

• Solution-orientated looking to get to the bottom of an issue and use initiative

• Flexible and Collaborative approach to tasks.

• A strong passion for technology and an ability to handle multiple tasks, prioritize work, and manage time efficiently in a fast-paced environment.

Benefits

• 33 days holiday (including bank holidays)
• Personal health cash plan – claim back the cost of things like dentist and optical check ups
• Enhanced maternity / paternity / adoption / shared parental pay
• Life assurance: three times basic salary
• Free breakfasts and fruit
• Birthday surprise for everybody!

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
• Strive for better – Be bold. Challenge the norm – make small improvements often.
• Win together – Be a team-player. Win together, learn together, respect each other.