Support Technician

The IT Site Support team plays a vital role as a second-line function, committed to resolving incidents and ensuring that everyone in the bank has the necessary tools to perform their jobs effectively. We prioritize clear communication, exceptional customer service, and outstanding results. Our team members are distributed across the country, working in a hybrid model to support our branch network, main offices, and remote workers. What you'll be doing

• Perform onsite deskside support for Virgin Money colleagues in the Newcastle Gosforth Location
• Take ownership of incident tickets, and deliver good outcomes within SLA targets
• Provisioning hardware for new starters and to replace faulty equipment
• Represent the team in meetings, drive forward ways to improve the office working environment
• Participate in project work
• Apply exceptional customer service skill ensuring regular communication with internal colleagues and go the extra mile with every call, email or request handled
• Work with other teams and third parties to identify and solve problems affecting the IT estate, As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit We're in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you're successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead. Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.

• Experience of working within an IT support team, with a proven track record in colleague support roles and have and understanding of ITIL frameworks

• Windows 11 experience and sound understanding of Microsoft software - including O365, Teams etc.

• Experience of PC configuration / Installation

• Be adaptable and able to operate in a constantly changing environment, and have excellent problem-solving capabilities

• Knowledge of mobile telephony

• Possess excellent communication skills - be comfortable dealing with senior management It's a bonus if you have but not essential

• Video Conferencing support

• Apple OSX

• Experience in the Financial Services sector

+ 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice. + Private medical insurance + A highly competitive pension to help you build a strong foundation for retirement + Access to an annual performance-related bonus + Training and development to help you progress your career + A great selection of additional benefits through our flexible benefits scheme + Life assurance to provide peace of mind for you and your loved ones + Up to 2 days of paid volunteering a year If we're lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible. Say hello to Virgin Money Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you'll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider. Be yourself at Virgin Money At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.