Job Introduction

Turning Point has an exciting opportunity for a Senior 2nd Line Support Engineer to join our IT End User Services Team. The team delivers top quality technical support to over 4000 staff members in over 300 locations around the UK. You will offer escalation support to an experienced Service Desk Team and work closely with Infrastructure Specialists and technical project teams to support and build mission critical IT solutions across a range of technical disciplines.

As a leading social enterprise and backed by Turning Point’s experience over 55 years we are driven to provide the highest quality of care and support to some of the most vulnerable people in our society and our digital platforms are key to see the potential of people and empower them to make the changes needed to live life well.

Role Responsibility

• Be responsible for providing first-class, dedicated 2nd line support to our user base
• Undertake critical project work to support both technical and strategic organisational projects
• Act as the point of escalation from the 1^st Line Service Desk Team to resolve complex Incident Management tickets
• Support the specialist 3^rd Line IT Engineering Team through triage, resolution and escalation of Problem Management tickets
• Work closely with the specialist 3rd Line IT Engineering Team to identify opportunities for process efficiencies
• Mentor junior members of the EUS Team
• When demand dictates, answer phone calls in a professional and polite manner and have great communication skills
• Be able to work independently, using initiative to solve problems quickly and accurately as well as having a proactive attitude to work
• Log support tickets within the ITSM, take ownership of incidents/requests and manage until resolution

The Ideal Candidate

You will need outstanding telephone and written communication skills, as well as the ability to work to deadlines and well-defined targets. You will also possess the below key requirements and skills:

• Minimum of 2 years 2^nd line support experience
• Working in Cloud Environments
• VMWare
• Hyper V
• Cisco Networking
• ITSM (SysAid preferably)
• Windows Server 2008 -2019
• Windows 7/10 administration
• Active Directory, DNS, DHCP
• Microsoft 365 Stack

The role is currently home-based though there will be frequent UK travel in support of new service implementations as well as part of BAU ticket resolution. You will also need a quiet and confidential place to work at home with a good broadband connection. A full UK driving licence and access to a personal vehicle is essential for the role.

About us

Why Turning Point?

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

Across the varied regions, sectors and settings we operate within, our organisation is held together by a shared vision – and our people are connected by the same values. These include belief in potential, confidence in communication, embracing positive change and always treating each other as individuals.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

Our people bring our vision to life. So, if you are enthusiastic, motivated and committed to support others to fulfilling their potential, here at Turning Point, we don't just offer you a job – we offer you a career.

What Benefits Will I Receive?

Of course, we know it's not about the money. But that doesn't mean we don't reward our people for their invaluable work with a benefits package that includes:

• Comprehensive opportunities to learn and develop, with silver accreditation from Investors in People
• 28 days’ paid holiday a year, increasing with each year of service up to 30 days. Plus the option to purchase additional holidays
• Flexible benefit options including cycle to work schemes and season ticket loans
• Competitive pension and life assurance schemes
• Employee assistance programme and access to online health and wellbeing support
• Flexible working patterns to support work-life balance
• Access to a wide range of discounts, including cinema tickets, grocery and high-street shopping and gym memberships

We reserve the right to close this advert early if we receive sufficient applicants before the advertised closed date.

Turning Point