Second Line Support Technician

Second Line Support Technician role at Seasalt, responsible for resolving incidents and service requests across the business, working in a hybrid role with 50% time spent working from Head Office locations and the remainder remotely.

Requirements

• Responding to queries via phone, email, and Teams, logging everything in our ITSM (IT Service Management) tool.
• Troubleshooting and resolving Service Desk tickets within agreed service level agreements (SLAs).
• Investigating and resolving issues effectively, ensuring that requesters feel heard and confident in the resolution of their query.
• Communicating effectively with the Service Desk team, Technology Operations team, and wider business.
• Helping to guide and assist our Junior Support Technicians, Apprentice, and Technical Support Coordinator.
• Assisting with root cause investigations for known problems and incidents, and implementation of approved changes.
• Communicating with 3rd parties to log issues, and work with them to ensure tickets are followed-up within an appropriate timeframe.
• Supporting colleagues with software releases and ensuring systems, interfaces, and batch routines run smoothly.
• Preparing hardware, performing maintenance and troubleshooting where required.
• Participating in daily stand-ups, weekly team meetings, and regular reviews of overdue tickets with the Service Desk team
• Championing service improvement initiatives by identifying lessons learned opportunities.
• Contributing towards standard operating procedures (SOPs), Works Instructions (WIs) and Knowledgebase articles.

Benefits

• Salary: up to £31,000 per year depending on experience (Band 2)
• 34 days paid annual leave (including bank holidays), increasing with length of service
• Attractive 50% employee discount
• Flexible benefits allowance to personalise your benefits package
• Private Medical Scheme including 24/7 virtual GP
• Free access to our Employee Assistance Programme through Retail Trust with 24/7 support
• Pension plan with generous 7% employer contributions
• Life assurance programme
• Enhanced family leave policies
• Flexible working opportunities with our hybrid working approach
• Learning and Development opportunities
• Do Good Things with our two days per year paid volunteering opportunities
• Employee networks to develop and provide support to our people, including the Inclusion Network
• 100s of savings on top retailers and gym memberships through our discount hub