Second Line Support

Salary: £30,000 - 30,000 per year

Requirements:

• Strong communication skills, with the ability to explain technical subjects in non-technical language to users.
• Customer-focused approach with a commitment to delivering excellent service.
• Solid understanding of IT support principles and end-user computing technologies.
• Strong diagnostic and problem-solving skills across a breadth of IT disciplines.
• Experience with identity and access administration, endpoint protection, and software deployment.
• Ability to guide and mentor First Line colleagues to develop their skills.
• Understanding of ITIL service management principles.

Responsibilities:

• Provide second line IT support to internal users across SCG, handling escalated issues from First Line Service Desk.
• Diagnose and resolve more complex technical issues that cannot be resolved at first line.
• Escalate issues to Infrastructure, Security, or specialist teams when required.
• Provide guidance and support to First Line colleagues on technical matters.
• Support EUC endpoint protection activities by ensuring end-user devices are covered by protection software.
• Support software deployment activities, rolling out EUC software to users.
• Support EUC patch management activities to ensure software is updated to the latest secure versions.
• Support identity and access administration activities in compliance with defined IAM policies, including more complex account provisioning and access requests.
• Support user training activities to ensure users are trained to use IT systems effectively.
• Support the development of end-user documentation to help users utilise systems and services.
• Stay informed about SLA targets and work to achieve them.
• Be kept informed during major service outages to understand the impact on users and support communications.
• Accurately log all support interactions and resolution details in the ticketing system.
• Contribute to the maintenance and improvement of knowledge base articles and end-user documentation.

Technologies:

• IAM
• Support
• ITIL
• Mobile
• Security

More:

We are SCG, an equal opportunities employer committed to welcoming applications from all parts of the community and upholding the principles of the Equality Act 2010. We support applicants with disabilities and will make necessary adjustments to ensure a fair and accessible recruitment process. We offer a wide range of benefits including 25 days holiday, a birthday day off, buy holiday scheme, career development and progression opportunities, employee assistance programme, enhanced company sick pay, discounted retail vouchers, reduced gym membership, SCG mobile benefit, employee referral bonus, annual salary reviews, pension scheme, an onsite canteen with free croissants and freshly made soup daily, free on-site parking, and charity events.

last updated 31 week of 2026