2nd Line Technical Support - Infrastructure
About The RoleWe are actively building diverse teams and welcome applications from everyone.Role: 2nd Line Technical Support – InfrastructureLocation: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)Contract Type: PermanentSalary Package: 30-38k plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a yearHours: 9.00 am – 5.30 pm, Monday – FridayInterview Process: 2-stage processWhy SCC An inclusive workplaceExcellent package: solid basic and company benefitsHybrid working & core hours in line with role requirementsCareer development and life-long learning opportunitiesOpportunity to join Europe's largest privately-owned IT CompanyRole purpose:To deliver 2nd line technical support for core infrastructure systems, ensuring stability, secu-rity, and optimal performance across the organisation’s IT environment. The role involves receiving, triaging and troubleshooting incidents escalated from the Service Desk, and re-solving issues within agreed SLAs wherever possible. Escalate unresolved or complex inci-dents to 3rd line support with clear technical analysis, diagnostics and remediation actions already completed.Key responsibilities:Triage, prioritise and manage incidents and service requests escalated from the Service Desk.Troubleshoot and resolve infrastructure issues across supported technologies.Investigate incidents to identify root causes and implement fixes where appropriate.Take ownership of incidents through to resolution or escalation.Escalate complex issues to Technical Specialists / 3rd Line with appropriate technical documentation.Perform routine infrastructure administration and maintenance activities.Create and maintain technical documentation and knowledge articles.Support infrastructure changes, upgrades and service improvement initiatives.Work with vendors and internal teams to resolve technical issues.Contribute to problem management and continual service improvement activities.Skills and experience:Strong troubleshooting and analytical skills.Experience supporting Microsoft server and cloud technologies.Good understanding of Active Directory, DNS, DHCP and Group Policy.Knowledge of Microsoft 365 services including Exchange Online, Teams and Entra ID.Working knowledge of VMware vSphere and other virtualisation platforms.Understanding of networking fundamentals including TCP/IP, routing and firewalls.Ability to prioritise workloads and manage competing demands.Strong written and verbal communication skills.Ability to work independently and take ownership of issues.Customer-focused approach with a commitment to service excellence. About YouAbout UsSCC is Europe's largest privately-owned IT business, based out of the new 7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.We are an equal opportunities employerSCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.Diversity & Inclusion at SCC - Sustainability at SCC - Life at SCC - LocationBirmingham - CV2All DepartmentsNot SpecifiedAll Departments is a required fieldAdvertising Salary30-38k plus large company benefitsContract TypePermanentJob FunctionPlease Select