We're looking for an experienced 2 nd Line Technical Support Analyst to work in our Digital department.
Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.
Why choose us?
33 days' holiday allowance with room to grow
Flexible leave
Private healthcare
Life assurance
Training opportunities
Generous employee discounts
... and much more
Hours
Full time: Monday – Friday between 8am – 5pm. You will be required to provide rotational weekend cover every 1 in 8.
Location
This is a hybrid role, with your time spread between your home and our Head Office in Kilbirnie Street, Glasgow.
About The Role
Arnold Clark's Digital department is responsible for delivering technical solutions across our rapidly growing business.
As a 2 nd Line Technical Support Analyst, you'll have substantial previous experience of working in a busy Digital Support Desk environment, preferably in a second-line position.
You'll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications. You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis.
Skills And Day-to-day Activities
Application support: The role involves providing second line support, including user, hardware, software and network support
Incident management: This role requires managing incidents through a structured system and coordinating with third parties
Problem management: The role involves troubleshooting and problem-solving in a Windows environment
Network support: You will understand LAN/WAN technologies and perform tasks like TCP/IP, VPN and ethernet troubleshooting
Knowledge management: This role includes writing and updating technical information to support knowledge sharing within the support team
Customer service support: The role requires a strong service delivery focus and customer satisfaction, including mentoring and training first line support staff
Configuration management: The role involves handling Active Directory and user/group management
Infrastructure operations: This role requires provisioning, deploying, configuring and optimising technology infrastructure, including physical, virtual and cloud environments
Knowledge And Experience
Over two years' IT support experience
Experience of computer hardware/software troubleshooting and problem solving in a Microsoft Windows environment
Good knowledge of Active Directory user/group management
Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN
A strong focus on service delivery and customer satisfaction
Attention to detail with a methodical and thorough approach to work
Ability to stay calm under pressure
Strong written and communication skills
Ability to work as part of a team
High levels of organisation with excellent communication skills
Great time management skills and the ability to prioritise multiple responsibilities
Nice To Have But Not Essential
Advanced knowledge of networking, switch, router and firewall configuration and support
MCP/MCSA/CCNA/CCNP
Experience/knowledge of ITIL
MS SharePoint experience
Knowledge/experience of supporting unified comms systems such as Cisco Call Manager/Finesse/ Jabber
At Arnold Clark, we are adopting SFIA Version 9 framework for all roles that require digital / IT skills. In the case of this role, we have reviewed the required skills and skill levels that we regard as essential. To find out more about SFIA and version 9 of the framework, you can visit: https://sfia-
You may be asked to provide evidence as to how you are already operating at these skill levels if you are invited to interview with us.
Our Culture
Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.
To find out more about Life at Arnold Clark, visit our website.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.