2nd line IT Support Technician (F/H)

Job Summary

We are seeking a dynamic and customer-focused IT 2nd Line Support Technician to join our amazing Amentum enterprise IT support team, working alongside other L1, L2 and L3 team members.

This is a full-time role and highly mobile in nature, alternating between a diverse range of Amentum sites, providing ‘on the ground’ presence and ensuring service continuity for our end users.

The target candidate will possess an established and solid ‘L2 IT support’ skillset and a ‘can-do’, highly proactive and energised attitude.

This role is crucial to the ongoing development of IT’s engagement with the business, and as such, will report to the Service Desk Manager.  The target candidate will support the BRM and Service Desk function (inc. liaison with the Incident, Problem, Change and Demand Manager) by helping develop proactive advice & guidance materials, communications and training videos that help minimise site-based issues and bolster service continuity.

You will be the local and friendly face of IT, providing essential on-site support to our end-users, ensuring smooth and efficient technology operations. This role requires a proactive individual with excellent problem-solving skills, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Principal Accountabilities

(Typical duties include the following, although specific duties vary by assignment or contract.)

• Highly Mobile, covering various Amentum sites (inc. other sites, where appropriate)

• Hands-on, L2 end-user IT Support

• Utilises our ITSM ticketing system

• Diagnose and resolve hardware and software issues, including device swap-outs

• Deliver technical training and education to end-users as part of our Tech Bar programme

• Technical Troubleshooting

  • End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications including meeting room facilities (video conferencing), fixed and mobile telephony

• Act as local "hands & eyes" support for other second and third-line support colleagues and external partners

• Assist with IT security incidents

• Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)

• Manage stock inventory of IT equipment

• General ticket management, ensuring all tickets are dealt with in a timely and professional manner

• Service Improvement and Collaboration:

  • Proactively suggest and implement service improvements

  • Actively supports the BRM programme

• Participate in IT Project Delivery, working closely with Project Managers and other project team members

Knowledge & Skills

Knowledge and skills may vary by system assignment.  See Other Qualifications section on job posting for position specific requirements.

• Excellent customer service and communication skills

• Strong problem-solving and troubleshooting abilities

• A "can-do" attitude and a positive, enthusiastic approach

• Willingness to undertake funded and self-paced training, to enhance skills & experience

• Ability to work independently and as part of a team

• Professional and presentable demeanour

• Ability to explain technical concepts to non-technical users

• Ability to work in a fast-paced environment

• Ability to work well under pressure

• A fun and engaging attitude

• Experience with IT ticketing systems

• Basic networking knowledge

• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)

• Cloud Platform experience, particularly Microsoft Azure

• Strong Microsoft 365 (inc. Office 365) skills and experience

• Experience with Video Conferencing and telephony systems

• Understanding of IT Projects

• Proactive, resilient and highly engaging

• Demonstrated understanding of software and hardware configuration management.

• Proficient in completing daily assignments and project activities with great attention to detail and a high degree of accuracy.

• Excellent analytical and critical thinking skills, good judgment, and an ability to act decisively.

• Ability to work without direct supervision to independently stay on task.

• Ability to suggest system improvements and optimize existing infrastructure.

Experience & Education

• ITIL service management qualification

• Prince2 project management qualification

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Compensation Details: