2nd Line IT Support Specialist, EMEA

Newport, Wales, United Kingdom

About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Position Overview

As a IT Support Specialist - 2nd Line, you will play a crucial role in providing remote and on-site technical support to end-users across our global organization. As you will be working within a team environment and speaking to customers on a daily basis, your communication skills must be very strong. You will have an excellent understanding of ITIL methodologies and demonstrable experience of working on IT Requests, Incident management, Change Management and Problem Solving. You will utilize ServiceNow and Manage Engine as the primary IT Service Management (ITSM) solution to efficiently manage incidents, service requests, and other IT-related tasks. You will have the technical ability to support Win10 and 11, Mac OS, Active Directory and Azure Active Directory, Office 365 Administration including Teams and Exchange, Mobile Device Management and in office Print Support. You will handle issues escalated by our Helpdesk and have the ability to quickly troubleshoot and resolve complex IT issues. You will have the technical experience and excellent understanding of Active Directory, Azure and Office 365.

Duties

Work under limited supervision both independently and within a team environment.

Providing 2nd line support towards hardware and software issues (onsite and remote).

Work closely with other Global Support teams to resolve issues, manage IT Requests and provide assistance on 2nd line capacity.

Following ITIL methodology, prioritise, log and track multiple issues through to resolution, within agreed time limits

Efficiently utilize ServiceNow, Manage Engine and other available tools to log, categorize, prioritize, and assign incidents and service requests.

Carry out requests and duties as directed by your line manager.

Progress projects and assist with technical and IT platform migrations.

Support and maintain Video Conferencing equipment on site.

Highlighting repeat problems and potential system improvements.

Create, maintain, and update technical documentation.

Diagnose and resolve technical hardware and software issues on Windows and Apple Mac devices.

Provisioning/deprovisioning of users accounts across business systems.

Installing, maintaining, and supporting new software applications, hardware, and systems.

Perform required software / hardware / configuration if IT Changes and Supporting implementation of IT change related activities.

Provide support for various other software applications used within the organization.

Contribute to the knowledge base to facilitate self-service for end-users.

Assist in the care and maintenance of computing, network and office equipment

Properly escalate unresolved issues to appropriate teams

Occasionally visiting other sites and offices

Be the face of the Technology & Systems Teams

Job Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field.

Preferably 4+ years (s) experience in a similar helpdesk environment.

Experience in a wide range of technologies.

Excellent written and oral communication skills.

Working within an ITIL environment. Preferably holding a current qualification.

Technical qualifications such as Comptia A+, Network + would be advantageous.

Experience of Agile methodologies would be an advantage.

Good knowledge of applicable software licensing terms, license models and enterprise maintenance and support contracts.

Work under limited supervision, both independently and within a team environment.

Proficient in incident management tools and IT service management platforms with a focus on global incident response (e.g., ITSM, Jira, ServiceNow).

Strong analytical and problem-solving skills with an emphasis on global root cause analysis.

ITIL (Information Technology Infrastructure Library) or relevant certifications

Proven work experience as a Support Engineer or similar role

Ability to diagnose and troubleshoot basic technical issues

Familiarity with remote desktop applications and help desk software

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Good experience with Active Directory, Azure and Office 365, Cyber security, Antivirus & Firewalls

Vantage Data Centers is an Equal Opportunity Employer

Vantage Data Centers does not accept unsolicited resumes from search firm agencies. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Vantage Data Centers.