IS 2nd Line Support Partner

Home Group

Location: Tyne & Wear
Salary: £25,000
Closing Date: 18 August 2019
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All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.

Job Description

IS 2nd Line Support Partner
South Gosforth, Newcastle upon Tyne
Permanent Full time role (37.5 hour sper week)
Salary c£25,000 negotiable based on skills and experience


Supporting the business through technology and innovation. Thats when it hits home
As an IS team we are setting out to be more digitally focussed, using the latest technologies, whilst ensuring that our customers are at the heart of everything we do. Our strategy is set, our direction is clear. What comes next is to apply our skills and experience through brilliant team work to innovate, design, and implement systems that deliver real business value. 


Weve got an excellent team foundation to build upon as our technical portfolio develops and expands; thats where you come in. 


Here at HG our 2nd line team look after a huge range of tasks and actions on behalf of the business and the wider IS team. We are the first port of call where our 1st line colleagues need additional insights and support. Were responsible for things like managing a new office opening, configuring new phone or computers, as well as resolving tickets about network or software issues. From time to time there are things we simply cant fix remotely. This means that you may need to visit our offices across the country. Youll discover that our colleagues are very welcoming and love our IS skills, so expect to meet lots of great people across the business. 


Our team manage and troubleshoot a wide range of applications such as SCCM, Microsoft Azure, Office 365, Skype for Business, SharePoint, Exchange and a whole lot more! We also get involved in a lot of networking, configuring routers and switches at our sites and remotely troubleshooting any issues our colleagues may have, using various cisco commands to do so.


About our team
Youll be work in our awesome team who are passionate about supporting our colleagues with their technical queries. Jack our manager has been at Home Group for 18 months now and he has progressed his career after starting on 2nd line himself! He gets a kick out of seeing a great job done and outside of work, keeps active and is an avid football fan (although he admits to being relieved the season is over!) 


There are 9 of us in the team and a few of us have progressed their careers having started on our 1st line teams. Dont worry weve also recruited new talent to join us. The great news that between us, we have a wide set of knowledge skills and insights that mean we can support each other to get the job done. Our helpdesks are a great stepping stone to develop your career within the wider Information Systems family and well support you to progress and develop your career.


Colleague Quote
Dont just take our word for it, here is what Sam thinks about working for Home Group on our helpdesk €œHome Group has a fantastic and friendly working environment, with a supportive management team. Perks like an office Play Station and foodie Fridays€. 


Working hours
As we support our brilliant colleagues, its important to us to be available when they need us, this means that we work a shift pattern between 7am 6 pm weekdays. Youll play your part by working a variety of weekly shifts between these times and as part of that we have a working pattern of early, mid and late shifts. 


Our colleagues get in touch using a variety of technology such as emails, skype, IM, and calls. The great news is that you can use this technology to work from home on a regular basis.  Its also important to us that youre in the office regularly too, so we can work collaboratively and share best practice amongst the team. The really important thing is, that we can be flexible for you to attend the important appointments in life, be it your childs school play, your partners graduation, or to get your new fridge delivered!


About you
Youre a great communicator and able to communicate with a wide range of different colleagues across the business in both technical and non-techy language. 


Youre always looking for ways to improve your knowledge, developing your skills all the time. You thrive on solving problems and really own this in every contact with your colleagues, quickly adapting to new situations and tackling issues head on.  You love being a part of a team, and work with your colleagues to share knowledge, experience and best practice, as well as supporting our new and emerging technologies. 


Youve got an analytical and systematic approach to solving issues and you can work in a fast paced technical support role.  Ideally youll be familiar with working in a Service Desk environment and have the ITIL V3 Foundation Certificate. If you also have experience of working in a large IS service operations and youve got a really good understanding of Service Requests, Microsoft MTA qualifications and Incident Management skills that would be totally awesome! Dont worry, we wont drop you in the deep end, we will help to you understand how things work here at Home Group!


Want to know more?
If youre not reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! Youll be able to download the 2nd Line Support Partner Job Description , and find out more about Home Group. Weve also got these brilliant videos that show you what its like to work here, and we know youll want to find out more about our award winning benefits and rewards package!


To Apply
Just upload your CV and really importantly, your covering letter (dont forget to attach this, as we really want to know more about you!) Weve also got some great templates to help you (if you need them). 


Youre unique!
Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!


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