2nd Line Support

2nd line support 
Nuclear Transport Solutions
3 month initial contract 
Remote – occasional visits to Warrington 
SC/CTC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks

In 2021 Nuclear Transport Solutions (NTS) was formed as a centre of excellence for nuclear transport, packaging and logistics expertise, which operates DRS and Pacific Nuclear Transport Ltd.
NTS are the leading global provider of safe, secure and reliable nuclear transport solutions that make the world safer and more sustainable. 
As part of the UK’s Nuclear Decommissioning Authority, we support the largest environmental restoration programme in Europe, and we use our specialist transport and logistics expertise to help customers and partners around the world solve their own complex challenges.
What is the key purpose of the 2nd line support role 
As a Senior Service Desk Support, you will provide comprehensive 2nd Line ICT support and excellent customer service to all colleagues and NTS ICT users, taking ownership of technical problems and seeing them through to resolution.  Provide and support to our ICT Service Desk colleagues and ICT Engineers to administer, support and monitor the ICT network, hardware and software resources including installation, maintenance, and security to enable the operational requirements of the business. This is a varied role with scope for development for the right candidate. 
As a 2nd line engineer you will be enthusiastic and solution focused, with strong communication and technical skills.  You will be the escalation point for the day-to-day support and maintenance of the end user ICT equipment, virtual server environment and all ICT systems.  You will provide expert technical guidance and a point of escalation to the ICT Service Desk Support role.  Undertaking departmental projects under guidance of the ICT Engineer and/or ICT Manager. 

This role will require On-Call ICT Support duty (team rota based).
What Knowledge, Skills and Experience do I need to excel in the 2nd line support role. 
Candidates for this role should be able to demonstrate the following:

Qualifications
•    GCSE Grades A-C or equivalent in Maths and English - E
•    Hold or willing to work towards NVQ Level 3 in a related field – E
•    Current/Relevant Microsoft Certificated to at least MCP level - D 
•    Current Cisco Certified to at least CCNA level - D 
•    ITIL Foundation (for understanding only) – D
•    Full valid driving license

Experience
•    Experience of Administration and maintenance of IT Infrastructure – E
•    Experience Of M365 support and maintenance - E
•    Working in an ICT support role - E
•    Excellent Customer service skills - E
•    Experience of Windows-based operating systems and troubleshooting common problems - E
•    Experience of Mobile Device management (Android and iOS)
•    Working with ServiceDesk tools (Alemba or similar) - D
•    Problem Management experience - D
•    Change Management Experience – D
•    Knowledge Management experience - D
•    Experience supporting users remotely - D

Knowledge
•    Knowledge of ITIL - D
•    Knowledge of ICT systems, including – E
•    Excellent technical knowledge of Microsoft systems, operating systems and M365 - E 
•    Technical understanding of network infrastructure services such as DHCP and DNS – D
•    Technical understanding of Microsoft Active Directory – D
•    Good technical understanding of layer 2 switching - D 
•    Technical understanding of TCP/IP protocol suit – D
•    Working knowledge/understanding of the importance and application of information security - E
What are the key deliverables and accountabilities of the 2nd line support role. 
•    Administration and maintenance of hardware, infrastructure, and systems, including directory services, operating systems, client machines and cloud hosted environments
•    Ability to troubleshoot and remediate 2nd line tickets and requests
•    Installation, configuration, administration, and maintenance of the company network, including switches and Wi-Fi access points.
•    Administration, configuration, and maintenance of the company telephone systems (VoIP) 
•    Carrying out tier two and three support duties to provide a point of escalation to the ICT Support Technician in carrying out helpdesk duties.
•    Administration of authorisation, authentication, and accounting of company ICT resources, including files, printers, web access, databases and email systems. 
•    Administration and maintenance software deployment packages (both operating system and applications). 
•    Assigning and revoking company equipment including laptops, smart phones and access tokens. 
•    Administration and maintenance of system backups.  Escalating to the ICT Engineer where required. 
•    Production and maintenance of Documentation and Knowledge base articles 
•    Operate and adhere to ICT change Management process, including implementation of changes and communication of changes 
•    Produce risk assessments for ICT change requests ensuring the confidentiality, integrity and availability of company information assets. 
•    Report all suspected information security incidents to the Chief Information Security Officer. 
•    Supporting ICT Manager/ICT Engineer in carrying out ICT projects.
•    Provide technical advice, training and support to ICT users to enable them to make effective use of systems.
•    Day to day delivery of all ICT support operations ensuring all requests are dealt with in a prioritised, timely and efficient manner aligned with our SLA’s.
•    Monitoring and maintaining all key systems including switches, virtual and physical server environments and backups.
•    Working with the ICT Service Analyst and procurement to obtain goods and services 

What Skills and Attributes do I need to excel in this role?
•    A passion for ICT with at least 2 years’ experience of working in a user facing ICT role or Infrastructure Engineer - E
•    Self-motivation with strong interpersonal skill including exceptional customer service skills - E
•    Excellent team working and motivational skills - E
•    Excellent initiative and problem solving with a proactive approach to identifying ways to improve ICT services - D
•    Good Analysis and Research skills - D.
•    Strong communication skills and the capability to deal constructively with external support contractors to ensure levels of service are always attained - E
•    Proactive, organised and flexible - E
•    Good level of oral and written communication across all levels - E
•    Ability to organise and prioritise own workload - E
•    Keen to Learn and develop new skills -E

IT Skills 
•    Microsoft Office suite/M365 – E 
•    SAGE X3 – Basic – D 
•    AX Systems – D 
•    QPulse/Nimbus – Basic – D 
•    Azure – D
•    InTune – D
•    Cascade - D 

Exhibit the following guiding culture principles:
o    Freedom – will create an environment where our people have the freedom to perform.
o    Helpfulness – will work together to help each other and our customers.
o    Drive – be confident, curious, and innovative.

If the 2nd line support role sounds like something that you would be interested in, please click the link to apply and speak to one of our PSR team now. Please email mark.spencer@publicsectorresourcing.co.uk 

"In applying for this role, you acknowledge the following: this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."

Please be aware that this role can only be worked within the UK and not Overseas.