Job Description

Salary:

Competitive plus benefits

Type of work:

Permanent

Location:

Glasgow

About the role



We're looking for an experienced 2nd 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 2nd 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-online.org/en



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.



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Benefits



Every Arnold Clark employee is entitled to a wide range of benefits, including:



Discount on new and used vehicles

Contributory pension scheme

Private medical insurance

Life assurance