2nd Line Technical Support Analyst, Jobs, 53182

2nd Line Technical Support Analyst

  • Salary: Competitive plus benefits
  • Type of work: Permanent
  • Location: Glasgow
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About the role

We’re looking for an experienced Second Line Technical Support Analyst to work in our Digital department in Kilbirnie Street, Glasgow.

We offer:

  • 33 days’ annual leave, with room to grow  
  • Private healthcare 
  • Life assurance  
  • Generous retail discounts  
  • Enhanced maternity and paternity packages  
  • Pension scheme  
  • Flexible working approach  
  • Opportunities for training and progression 


Full time: Monday – Friday: 37.5 hours from 8.30am – 5pm. 

You will be required to provide rotational weekend cover (one in seven).  


About the role  

Arnold Clark’s Digital department is responsible for delivering technical solutions across our rapidly growing business.   

As a Second Line Technical Support Analyst, you’ll have substantial previous experience of working in a busy Digital Support Desk environment, preferably in a second-line position.  

You’ll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications. You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis. 


Day-to-day duties  

  • Providing second-line user, hardware, software and network support for 11,000 staff at 180+ branches via our busy IT Support Desk and our incident and request management system (Halo) and phone. 
  • Identifying and managing incidents and requests, liaising with third-party suppliers. 
  • Training and mentoring our First Line Support team. 
  • Writing and updating technical information.
  • Working with Third Line Support teams to resolve incidents.


Essential skills  

  • Over two years’ IT Support experience
  • Experience of computer hardware/software troubleshooting and problem solving in a MS Windows environment
  • Good knowledge of Active Directory user/group management 
  • Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN etc. 
  • A strong focus on service delivery and customer satisfaction
  • Attention to detail with a methodical and thorough approach to work
  • Ability to stay calm under pressure
  • Strong written and communication skills  
  • Ability to work as part of a team 
  • High levels of organisation with excellent communication skills 
  • Great time management skills and the ability to prioritise multiple responsibilities 


Nice to have (but not essential)  

  • Advanced knowledge of networking, switch, router and firewall configuration and support 
  • Experience/knowledge of ITIL 
  • MS SharePoint experience 
  • Knowledge/experience of supporting Unified Comms Systems such as Cisco Call Manager/Finesse/ Jabber

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.


Every Arnold Clark employee is entitled to a wide range of benefits, including:

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Discount on new and used vehicles

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Contributory pension scheme

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Private medical insurance

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Life assurance