2nd Line Technical Support Analyst - Kilbirnie St

Competitive plus benefits

  • Permanent
  • Kilbirnie Street
  • Glasgow
This vacancy is now closed

We’re looking for an experienced 2nd Line Technical Support Analyst to work in our IT Department at Kilbirnie Street, Glasgow.

Hours

Full time, Monday – Friday, 37.5 hours from 7am – 6pm.

You may be required to provide rotational weekend cover and overtime will be paid.

About the role

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

As a 2nd Line Technical Support Analyst, you’ll have substantial previous experience of working in a busy IT Support Desk environment, preferably in a 2nd 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 2nd line user, hardware, software and network support for 11,000 staff at 180+ branches via our busy IT Support Desk via our incident and request management system (LANDesk), phone and email.
  • Acting as Incident Comms Manager, escalation/Queue Manager for the 2nd line Team on a rotational basis
  • Identifying and managing incidents and requests, liaising with third party suppliers.
  • Training and mentoring our 1st line Support team.
  • Writing and updating technical information
  • Working with 3rd line teams to resolve incidents

Essential skills

  • Over 2 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 & firewall configuration & support
  • MCP/MCSA/CCNA/CCNP
  • Experience/knowledge of ITIL
  • MS Sharepoint experience
  • Knowledge/experience of supporting Unified Comms Systems such as Cisco Call Manager/Finesse/ Jabber and Skype for Business

In return for your skills, you will be offered a competitive salary, plus benefits including private healthcare, life assurance and generous employee discounts. This role offers good opportunities for progression, and we will provide training and career development.

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

Only successful candidates will be contacted for interview.

#LI-CM2

Benefits

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

  • Discount on new and used vehicles
  • Contributory pension scheme
  • Private medical insurance
  • Life assurance

About Arnold Clark

Arnold Clark is Europe’s largest independent car retailer with over 200 branches across the UK. And you could be part of it.

  • Over 11,000 employees
  • Annual turnover of over £3 billion
  • 24 new car franchises
  • Retails over 280,000 vehicles per year
  • Servicing, repairs, MOTs and tyres

Employment with Arnold Clark is offered subject to satisfactory reference and disclosure check. Only successful candidates will be contacted for interview. Some benefits are only available after a qualifying period.