2nd Line IT Support Analyst

Job Title:2nd Line Support Analyst

Salary:Up to 36k (dependent on candidate alignment to role requirements)

Company:UK Connect Ltd

Department:Technical Operations

Employment:Full Time Permanent

Location:Officebased at UK Connect HQ Farnborough

Reports To:Service Desk Manager

Role Summary

UK Connect seeks a 2nd Line IT Support Analyst with prior experience as the escalation point for all technical support issues requiring more indepth investigation to help enhance our growth within the Construction Sector and other targeted industries. You will be pivotal in the monitoring escalated incidents via the ITSM system undertaking indepth troubleshooting and information gathering resolving complicated issues and working with vendors and other 3rd party support services to resolve all ticket types. Our mission is to connect the disconnected bridge the connectivity gap and unlock the full potential of all those we support.

About UK Connect

UK Connect is the leading national provider of advanced wireless connectivity IOT solutions and professional services. We are the market leader in the UK construction sector. We enable our customers to solve their most critical technology challenges enabling IOT technologies and Digital Transformation. We remain dedicated to connecting the disconnected utilising enterprisegrade wireless technologies such as 5G FWA LEO Sat and 5G Private Cellular Networks to name a few.

Established in 2013 with a robust CAGR of 32% UK Connect connects over 2500 sites yearly to advanced wireless communications and IOT Solutions.We are a small but agile business of 55 people who passionately believe in our three core values: Collective Experts Thinking Differently and Getting it Done.

About You

As an ambitious and dynamic individual you possess a proven record in 2nd Line Support within a NOC environment. You have an ability to engage stakeholders at all levels and understand how the Service Desk function contributes to the overall customer experience. You have a passion for all things IT and a dedication toward worldclass customer service.

Key Responsibilities

• Technical Analysis: Diagnose technical issues using remote access tools documentation knowledge base and experience.
• Achievement of SLAs: Respond within agreed service levels.
• 1st Line Support:Improve performance and service quality by providing 1st Line Analysts with regular guidance advice and feedback.
• Knowledge Sharing:Identify knowledge gaps and provide documentation to enable a high firstfix average.
• Customer Prioritisation: Provide appropriate customer updates in line with customer expectations and ticket QA procedure.
• Ticket Processing:Where level of ability is reached tickets are escalated to continue investigation and remediation.
• User Account Processing:Creation blocking removal and alteration of user accounts and user access as part of the starter leaver and role change process.
• Change Management: Identify and create change requests to address issues that cannot be resolved as part of the normal Incident Management Process and represent change requests in both internal and customer change approval meetings where required.
• Ad Hoc OnSite Support: Attend customer sites or events for which ample training will be provided. Services include installations decommissions triage representation and learning.

DesirableQualifications and Experience

Qualifications

• Vendor specific qualifications (Cradlepoint Ruckus & others)

Experience

• • Proven handson experience within a Service Desk at both first and second line level.
  • • Prior background within Network Engineering.
    • Indepth troubleshooting experience within a cellular network environment.
      

Company Culture and Values

We have been a certified Great Place to Work for four years running and care about the communities we impact. We give a percentage of our profits each year to our charity the Farr Foundation which supports children in getting into STEM subjects. Last year we supported over 15000 children.

Whats In It for You

You can make a real difference to our business knowing you are supported by a team of 55 across two offices. We are not like other businesses with shareholders to impress or unrealistic objectives. At UK Connect we take a longterm view of things meaning our focus is on fully funded personal and professional development helping you work to the best of your abilities.

Benefits

• 25 days annual leave as standard with options to get more time off.
• Enhanced Pension.
• Enhanced Maternity/Paternity Leave.
• Death in Service (4x salary).
• Unique benefits points scheme giving access to lucrative offerings.
• Opportunity to work in a company recognised for its efforts to become the best workplace (Great Place to Work& 2024).
• Work under a Managing Director recognised as One to Watch in The LDC Top 50 Most Ambitious Business Leaders Programme.
• Modern and progressive office space.
• Free Parking.
• Caf Gym and Restaurant onsite.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the growth of a successful company.