2nd Line IT Support

*this role is open to remote working within the UK. Successful candidates will be required to travel to their closest UNiDAYS campus (London) at least once a week.

The role in a nutshell

2nd Line Support is a crucial role in our IT team, it requires a solid foundational understanding of IT systems combined with continual learning and great customer service to provide timely troubleshooting and resolutions.
This role involves serving both technical and non-technical colleagues remotely & in person to ensure a seamless user experience. Engineers are responsible for ensuring consistent access to systems/data and for resolving complex IT challenges outside of the 1st Line's capacity. 

Beyond issue resolution, the engineer manages our IT systems, handling installation and configuration of new hardware/software/solutions and monitoring system performance and security. 

Collaboration is key, working closely with and learning from the 3rd Line members of the team you will be proposing, developing, implementing and improving our IT solutions, policies and procedures. Playing a pivotal role in maintaining and enhancing our IT infrastructure and keeping the business running smoothly.

There is a wide scope for growth in this position and is one that encourages continual learning and rewards those who can take initiative and proactively find answers to complex problems.

The ideal candidate will be expected to work onsite at our London campus at least once a week.

Day to day responsibilities 

• Handling more complex issues escalated from the first line of support. Coordinating with other team members and stakeholders to ensure quick and efficient resolution.
• Recommending, developing and implementing new IT solutions, policies and procedures.
• Helping automate common processes to free up first line support.
• Liaising with vendors and third-party providers for services, hardware or software.
• Identifying, testing and validating new software, hardware or other solutions before full deployment.
• Installing and configuring new hardware/software.
• Administering and maintaining systems and platforms through patch management, software/hardware updating, upgrading and remote installation.
• Developing and maintaining the infrastructure for improved flexibility, efficiency, security, resilience and disaster recovery.
• Monitoring systems for performance and security. Ensuring compliance with industry regulations and organisational policies.
• Training technical and non technical staff on IT systems and infrastructure, Maintaining a knowledge base of common issues and solutions.

What we need from you

• Hands on Technical Support Experience: Prior experience in a 1st/2nd line IT support role, across multiple end user OS’s, especially in an ITIL environment.
• Familiarity with IT Infrastructure: Knowledge of hardware, software, network fundamentals and systems is necessary. This could be gained through hands-on experience, relevant education, or certifications like CompTIA A+ or Network+.
• Experience with User Account Management: Experience with directory services such as Google Identity Service/Microsoft AD for managing user accounts.
• SysAdmin Experience: Prior experience in a systems administration role with a foundation in maintaining systems and platforms, as well as installing and configuring hardware and software. Certifications in Google Workspace, MCSE/A or LPIC can be beneficial.
• Knowledge of Cloud Computing and SaaS Platforms: Familiarity with Google Cloud Google Workspaces and AWS preferred.
• Understanding of IT Policies and Procedures: Experience in an organisation where adherence to IT policies and procedures is required with a good understanding of best practices. Also, knowledge of industry regulations such as GDPR/data privacy can be beneficial.
• IT Security Knowledge: Understanding of IT security principles and best practices, maintaining infrastructure security, resilience and compliance. Certifications like CompTIA Security+ would be beneficial.
• Testing and Validation Experience: Experience in quality assurance, testing, or similar roles for effectively testing and validating new solutions before full deployment.
• Interest in Automation: As the role involves helping automate common processes to free up first line support, prior experience in automation could be beneficial.
• Travel to our London campus at least once a week.

Desired skills:

• Great Customer Service: Experience in customer service or a user-facing role handling issues in a professional and empathetic manner.
• Problem-Solving, Critical Thinking and Analytical Skills: For troubleshooting and resolving complex technical issues, as well as making informed decisions about IT policies and procedures.
• Team Collaboration: Good team working skills to be able to collaborate with 3rd Line members and other stakeholders effectively.
• Ability to Prioritise and Meet Deadlines: The ability to handle multiple tasks, prioritise them effectively and work within tight deadlines.
• Proactive, Self-driven Desire to Learn: Not afraid to ask questions. Technology evolves quickly, an eagerness to learn can help us stay up-to-date with industry trends, new technologies and system upgrades.
• Training and Documentation Skills: Experience in training others, along with creating and maintaining documentation for educating staff and maintaining a knowledge base.

Perks

We've accomplished a lot since we started in 2011, but in many ways, this is just the beginning. This is the chance for you to get in on ground zero. An opportunity to make a difference within the business with global reach. We are the world’s largest Student Affinity Network, with over 22 million verified members in 115 markets including the US, UK, Germany, India, Canada and Australia. We work with 800 of the world’s biggest brands globally, taking their products and services into the hearts and minds of tomorrow’s professionals, delivering engagement, building affinity and sales. You’ll also be working for a Great Place to Work CertifiedTM company who have been recognised on the UK’s Best WorkplacesTM for Wellbeing and UK's Best Workplaces for Women 2022 list. To find out more about our workplace initiatives, see our UK exclusive case study with Great Place to Work and be sure to visit our profile for more information.

We offer a fast paced, fun & social working environment where you can truly make an impact. We believe that work should enhance and complement your life which is why we leave it up to you to decide where you work. You can choose to work from your assigned campus (either Nottingham or London) or from home, whatever works best for your individual needs. Your manager may request you attend team meet ups at your campus but other than that it is up to you! We work hard at UNiDAYS, but we also believe in fair compensation for hard work. That's why we're pleased to offer all employees full access to our comprehensive benefits package.

Our perks include:

• 25 days holiday per year increasing with length of service, plus flexible bank holidays
• Competitive salaries
• 4pm finishes every Friday
• Company bonus scheme
• Company pension scheme
• Private health insurance (Vitality)
• Income protection policy
• Life assurance policy
• Employee Assistance Program
• Enhanced parental leave pay
• Core hours with flexibility around how/when you manage your time
• Regular team building activities
• The latest tech and hardware will be supplied from day one
• Good Vibes Program: we know we’ve all had to adapt to new ways of working and UNiDAYS has always taken pride in the community we’ve created in the office but we’re just as committed to creating an innovative approach to fostering connections and improving engagement outside of the office! We want to boost your remote working experience so think virtual parties, pottery classes, wellness classes and guest speakers just to name a few!
• Support for home working for all new team members. We will help assess your home set up and you can expense £150 towards any additional furniture you may need to be safe and comfortable when working from home

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.