We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.
Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.
Are you looking for a new career with a fast-growing, dynamic company? Well look no further! We’re seeking a 2nd Line Technical Support Technician to join our Technology and Data teams in either Salford Quays, Manchester or Haywards Heath, West Sussex.
As a 2nd Line Technical Support Technician, you’ll provide technical support to our clients using Azure, Intune, and Microsoft Defender technologies. This role demands excellent problem-solving and customer service skills, along with the ability to work under pressure. You’ll be responsible for delivering exceptional escalated support for various products and will serve as an oversight, direction, and escalation point for the first line technical support team. Additionally, you’ll assist with the implementation of new technologies and will proactively enhance existing products to ensure the use of the latest features and the most efficient working methods. You’ll leverage your extensive experience to support the upskilling and development of the first line support team and will focus on resolving a variety of end-user incidents and requests, while also ensuring the performance and security of end-user hardware.
If you’ve a proven track-record providing 2nd Line Technical Support, have a passion for helping others, we invite you to apply today and join our fantastic team. This exciting opportunity offers a hybrid working model, combining office and home-based days. Ideally, you’ll live within a reasonable commuting distance to our offices in either Salford Quays, Manchester, or Haywards Heath, West Sussex and will be able to work a rotating shift pattern covering 8 am – 4 pm, 9 am – 5 pm, and 10 am – 6 pm, Monday to Friday, with the flexibility to be on-call outside of these hours when needed.
Core skills we’re looking for to succeed in the role:
- Technical Skills: You’ll possess extensive experience supporting Azure, Intune, and Microsoft Defender technologies, and will need knowledge of Conditional Access, Autopilot, and other related technologies.
- 2nd Line Support: You’ll bring a wealth of expertise in 2nd line technical support, ensuring seamless and efficient resolution of technical issues.
- Customer-Driven Service: You’re customer driven, always thinking of how to better improve or streamline the service we provide.
- Task Management: You’ll need to be able to manage multiple tasks and prioritize your workload effectively.
- Flexibility: You’ll need to be able to cover a rotating working shift pattern and days spent working at home and in the office.
Powering the business with the right tools
What’s involved:
- You’ll proactively deliver and maintain the desktop, telephony, and application infrastructure so that it is supported, and failures minimised.
- You’ll engage in support, recommendation, and delivery of innovative, modern technologies.
- You’ll provide a technical escalation point for First line colleagues.
- You’ll manage the life cycle of service requests and incidents from our colleagues.
- You’ll log, analyse, triage, and prioritise all IT Incidents, Problems and Changes received via all communication channels into the 2nd line team.
- You’ll ensure all hardware is built to a ‘gold’ standard before deployment to end users and a formal pre-delivery inspection is completed and documented.
- You’ll analyse Incident, Problem and Change data to identify the underlying problems and propose resolutions.
- You’ll maintain our hardware image/build in a hybrid environment of SCCM and Microsoft Endpoint Manager.
- You’ll maintain applications including 3rd party application updates, deployment and packaging.
- Application packaging and deployment via SCCM and Intune.
- You’ll ensure that the team documentation, processes, and procedures are kept up-to-date and followed.
- You’ll manage a mixed workload of BAU, project and continuous improvement initiatives.
- You’ll maintain knowledge of information governance standards for Cyber Security, legal and regulatory compliance, and an understanding of its application in practice.
- You’ll troubleshoot and fix a variety of hardware issues, deskside and remotely.
- You’ll always ensure compliance with company and other relevant standards/ regulations.
- You’ll Assist in the delivery of Projects/Change e.g., documentation, training, test scenarios, technical analysis.
- You’ll manage and support out of hours software upgrades/implementations and testing in conjunction with Business Change, Technology, and other stakeholders.
- You’ll participate in out of hours support on a rota basis.
- You’ll ensure compliance with company and other relevant standards/ regulations.
- You’ll perform regular security, maintenance, and hardware checks.
- You’ll proactively identify and track risk and issues using the documented processes.
- You’ll be responsible for ensuring procedures and documentation are created and updated when necessary.
- You’ll need to be flexibly as in addition to normal working hours Monday-Friday, staff performing this role are expected to occasionally work anti-social hours for specific project tasks and support other teams within technical services.
- You’ll provide second-line investigation and diagnosis of all incidents and service requests.
- You’ll verify resolution with users and resolve incidents with our ITSM tool withing agreed SLA.
- You’ll escalate incidents at risk of breaching SLA to the Technology Support Lead.
- You’ll proactively support in the upskilling of 1st line support teams.
- The above statements are intended to describe the nature and level of work being performed within this role. They are not intended to be an exhaustive list of all responsibilities, duties, and tasks. Other similar or additional duties are to be performed or assigned.
Qualifications / Experience
- ITIL Foundation v3/4 – desirable.
- Minimum 3 years’ experience in a fast-paced, agile support role – essential.
- Experience of application packaging and deployment – essential.
- MCP (Microsoft Certified Professional) - desirable.
- Experience with MDM – essential.
- An understanding and some experience with Microsoft PowerShell – essential.
- Exceptional customer service and people skills – essential.
- Good time management and organisation skills – essential.
Behaviours
- Extremely self-motivated and enthusiastic.
- A strong drive to learn new and changing technologies, processes, and procedures.
- An organised and pro-active approach.
- A genuine interest in technology.
- A flexible approach and positive attitude.
- Emphasis on attention to detail and accuracy.
- Willingness to adhere to high audit standards.
- Forthcoming with suggestions for change and improvements.
- Takes ownership & responsibility of issues.
- Strives to drive business improvements to contribute to the success of the business.
- Embrace, embed and incorporate the company values.
If you're nodding your head thinking, "That's me!"— we want to hear from you. Hit that apply button now
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
