2nd Line Technical Support Analyst

Arnold Clark's Digital department is responsible for delivering technical solutions across our rapidly growing business., Application support: The role involves providing second line support, including user, hardware, software and network support Incident management: This role requires managing incidents through a structured system and coordinating with third parties Problem management: The role involves troubleshooting and problem-solving in a Windows environment Network support: You will understand LAN/WAN technologies and perform tasks like TCP/IP, VPN and ethernet troubleshooting Knowledge management: This role includes writing and updating technical information to support knowledge sharing within the support team Customer service support: The role requires a strong service delivery focus and customer satisfaction, including mentoring and training first line support staff Configuration management: The role involves handling Active Directory and user/group management Infrastructure operations: This role requires provisioning, deploying, configuring and optimising technology infrastructure, including physical, virtual and cloud environments

Do you have experience in Windows?, As a 2nd Line Technical Support Analyst, you'll have substantial previous experience of working in a busy Digital Support Desk environment, preferably in a second-line position.

You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications. You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis.

Skills and day-to-day activities, Over two years' IT support experience Experience of computer hardware/software troubleshooting and problem solving in a Microsoft Windows environment Good knowledge of Active Directory user/group management Understanding of LAN/WAN technologies - TCP/IP, Ethernet, ADSL, VPN A strong focus on service delivery and customer satisfaction Attention to detail with a methodical and thorough approach to work Ability to stay calm under pressure Strong written and communication skills Ability to work as part of a team High levels of organisation with excellent communication skills Great time management skills and the ability to prioritise multiple responsibilities

Nice to have but not essential

Advanced knowledge of networking, switch, router and firewall configuration and support MCP/MCSA/CCNA/CCNP Experience/knowledge of ITIL MS SharePoint experience Knowledge/experience of supporting unified comms systems such as Cisco Call Manager/Finesse/ Jabber

We're looking for an experienced 2nd Line Technical Support Analyst to work in our Digital department.

Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.

Why choose us?

33 days' holiday allowance with room to grow Flexible leave Private healthcare Life assurance Training opportunities Generous employee discounts ... and much more!

Hours

Full time: Monday - Friday between 8am - 5pm. You will be required to provide rotational weekend cover every 1 in 8., Every Arnold Clark employee is entitled to a wide range of benefits, including:

Discount on new and used vehicles Contributory pension scheme Private medical insurance Life assurance

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do - diverse in our make-up, united in our goals. To find out more about Life at Arnold Clark, visit our website. Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.