2nd Line Support Engineer

About The Role Team – IT Operations Working Pattern - Office based – 5 days per week in the Vitality Stockport Office. Full time, 35 hours per week. We are happy to discuss flexible working! 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
• Ability to work on own initiative and independently when required
• 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
• Ability to logically troubleshoot and diagnose problems as well as propose new solutions

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.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
• 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 Company We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.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. We’re successful because we attract, develop, and retain the best people – and because we care.Ready to find out if we’re the right fit for you?  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 approach to 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 are fortunate in receiving a high volume of quality applications we may need to close this vacancy early.