2nd Line Support

Role: 2nd Line Support Engineer  - Full Time 37.5hrs per week 

Salary: £35,027 - £36,870

Location: Farringdon - This role is also eligible for hybrid working 

MTVH are currently recruiting for a 2nd Line Engineer to join our busy Service Desk, helping to ensure that the team meet our users expectations in providing support.

The key responsibilities are:

To provide end user 2ndline Technical support in accordance with the achievement of all applicable Service Levels, Customer Satisfaction scores, and KPI?s and to be an active escalation point for 1st line engineers..

Other duties include:

• With the Service Desk Manager and the ICT Infrastructure Team, ensure the delivery of day to day ICT support to the organisation?s users, covering servers, network, applications, desktops, laptops, telephony and mobile devices.
• On a rota basis, undertake routine daily checks and maintenance and act as the 2nd line escalation point of contact in resolving user and technical issues.
• Proactively undertake the day to day delivery of Infrastructure Service Desk operations. This will involve providing hands-on support to users. Front-end support includes thin clients, PCs, laptops, smart phones and tablets; VOIP telephony, MFDs; Video Conferencing/Skype meetings and various applications in addition to MS Office.
• Maintain a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Infrastructure Service Desk.
• Respond to Service Desk phone calls/tickets as needed, focusing on 2nd line tickets and activities, and taking on tickets escalated by the 1st line helpdesk. Escalate when necessary to the 3rd line Service Desk Analyst.
• Contribute to the maintenance and documentation of the infrastructure estate: records of ICT builds, hardware, licences, systems configurations, systems and processes.
• Work an out of hours shift if asked to, compensated by corporate company guidelines.
• Undertake infrastructure project work and continuous improvement activities as part of the annual work plan
• Liaise with hardware and software suppliers and service providers.

What you'll need to succeed:

• Recommends improvements to processes and services at a team level by analysing patterns and trends from information.
• Takes responsibility for achieving individual objectives and contributing to team targets.
• Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks.
• Develops and implements initiatives at a local level.
• Involves others to work towards shared goals and objectives
• Builds rapport with colleagues and direct customers/suppliers.
• Delivers improvements at a team level.
• Plans and organises delivery of customer service.
• Demonstrates awareness of commercial aspects of the business.
• Commitment to Equality and Diversity in the workplace
• Commitment to Health and Safety

To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.  This will be renewed every 3 years.

Please note :- we do not currently offer visa sponsorship.

What?s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ?Beliefs day? once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit ? interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ?Serving people better every day? to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other?s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we?re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.