2nd Line Support Engineer

About The Role Team – IT Operations Working Pattern - Office based – 5 days per week in the Vitality Bournemouth Office. Full time, 35 hours per week. Top 3 skills needed for this role:

• Technical Depth & Troubleshooting
• Clear, Confident Communicator
• Incident & Problem Ownership

What this role is all about: Join our VitalityAssist Support team and help keep Vitality’s global workforce running smoothly. You’ll work across a broad range of technologies, resolve issues through multiple channels, and explain solutions clearly to both technical and non-technical users. You’ll take ownership of incidents and requests, liaise with VIPs and third-party partners, and identify major or recurring issues to drive lasting improvements while delivering within SLA. This is not just a keep the lights on role, driving improvements and initiatives must be part of your DNA.Key Actions

• Troubleshooting for applications, printers, computer hardware and OS, telephony and any other authorised peripheral equipment
• Being responsible as a site support engineer but also remote engineer for a substantial corporate user base
• Being instrumental in the creation of strong and effective relationships with business users to ensure that service delivery meets their expectations
• Attending Service Management meetings to represent and resolve operational escalations and priorities for both locally to the site and the extended business
• Ensuring IT assets are managed appropriately across the Vitality group on a desktop, mobile & printing level for the site whilst providing feedback on enhancements to the desktop and wider IT function.
• Develop trends by monitoring and analysing Incidents, Problems and Requests
• Working cross-organisation with other IT analysts and engineers to provide prompt and efficient service
• To accurately record incidents using the relevant logging systems in a timely manner in accordance with agreed SLA’s
• Escalate issues as appropriate in accordance with published procedures

What do you need to thrive?

• Degree level or equivalent, 2+ years work experience in an IT environment 
• Confidence to converse and support across the organisation as well as to the Exec level
• Excellent verbal and written communication skills
• A strong team player with a focus on the end customer
• An understanding or requirements to effectively account and manage IT assets
• Exposure to Domain and Active directory environments
• Good knowledge of Windows OS and Microsoft 365 inc Teams
• Good experience working with O365, SCCM and InTune (MDM)
• Understanding Network and Storage concepts
• Experience and understanding of working with SLA’s
• Driving and supporting AI technologies

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, w e will:

• Help you to be the healthiest you’ve ever been
• Create an environment that embraces you as you are and enables you to be your best self
• Give you flexibility on how, where and when you work
• Help you advance your career by playing you to your strengths
• Give you a voice to help our business grow and make Vitality a great place to be
• Give you the space to try, fail and learn
• Provide a healthy balance of challenge and support
• Recognise and reward you with a competitive salary and amazing benefits
• Be there for you when you need us
• Provide opportunities for you to be a force for good in society

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.About The CompanyWe’re incredibly proud to be recognised for the culture we've created — recently being named one of Glassdoor’s Best Places to Work 2026, and in 2024 we were delighted to be awarded Top 10 Places to Work in the Sunday Times Awards. We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care. Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.Diversity & Inclusion At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.Vitality’s sustainability Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page.If we receive a high volume of quality applications we may close this vacancy early. If you are interested, please submit your application as soon as possible.