2nd Line Support Analyst

Job Title: 2nd Line Support Analyst

📝 Contract Type: Contract

💰 Salary: Negotiable dependent on experience

🏢 Office Location/Working Policy: London - Onsite, 5 days a week.

🕔 Working Hours: (Apply online only) or (Apply online only) (Shift Pattern)

🕵🏻 What to wear: Smart

The Role:

Providing excellent 2nd line IT Support to the business in a professional and timely manner. Resolving support calls and queries raised by users as well as participating in IT project work to meet the business’ needs as and when required.

Role Responsibilities:

Support:

• Daily checks completed of the core systems.
  
  
• Take ownership of calls and manage through to resolution; escalating to other teams when appropriate.
  
  
• Escalate issues to management when appropriate.
  
  
• Manage on/offboarding off all employees.
  
  
• Actively participate in all ITIL processes.
  
  
• Promote the use of the Helpdesk to all users ensuring calls are updated as necessary and ensure end users are kept up-to-date with progress.
  
  Security:
  
  
• Knowledge and application of the information security policy rules.
  
  
• Ensure all end user devices are compliant with the relevant security baseline software/products
  
  
• Ensure all desktops are compliant with SCCM and are receiving regular windows updates.
  
  Technical:
  
  
• SCCM – Package and deploy software in line with the business’s needs.
  
  
• Blackberry/Remote Support – Support users remotely that are working from home (WFH).
  
  Skills, Knowledge & Experience:
  
  
• Solid Desktop Support experience.
  
  
• Windows 10.
  
  
• Group Policy management.
  
  
• Microsoft System Centre Configuration Manager.
  
  
• Packaging and deploying applications using SCCM.
  
  
• Cisco telephony technologies.
  
  
• MDM (BB UEM / Prey / Intune).
  
  
• Blackberry, BYOD support.
  
  
• Basic networking TCP/IP, DHCP, DNS.
  
  
• Bloomberg & Reuters troubleshooting.
  
  
• VIP Support.
  
  
• AV hardware/software support.
  
  
• Knowledge of the information security policy rule set.
  
  The Interview Process:
  
  ☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.
  
  🚀 First interview: A video call over MS Teams with the Hiring Manager.
  
  🤝🏻 Second interview: A video call over MS Teams or F2F interview onsite at one of our offices.
  
  About Acora
  
  We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
  
  Our mission is to unleash the potential of people through amazing IT experiences.
  
  At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.
  
  #1 BE THE BEST YOU CAN BE
  
  We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.
  
  #2 WE DO WHAT WE SAY
  
  When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.
  
  #3 TOGETHER WE WIN
  
  Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.
  
  To be considered for this position, you must have full rights to work in the UK.
  
  Equal Opportunities at Acora
  
  Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.
  
  We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.
  
  Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team