Key Accountabilities & Responsibilities

The Tier 2 Support Technician will provide 2nd Line Support for technical incidents and requests across the Alliance Automotive Group.

As well as being the first point of escalation for all technical issues; The Tier 2 Support Technician will liaise with customers and third party suppliers throughout the lifecycle of a ticket to ensure satisfactory resolution or further escalation of an incident/request, while recording all notes and actions taken in exacting detail.

You will be encouraged to troubleshoot incidents and provide support via Remote Management tools as well as dealing with hardware requests including the configuration of PC’s, Laptops, Mobile Phones and Tablets.

The Tier 2 Support Technician will be heavily involved in technical project work (MDM, Patching etc.) and be expected to document their processes for others and keep accurate records of their work.

As part of the position, you will also be expected to fulfil the Incident Manager role (on a monthly rota basis) which will require you to be on call 24 hours a day for business critical incidents. This will involve assessing the severity of the incident and managing the communications and resources as per the defined process.

The Tier 2 Support Technician should be an excellent problem solver, a good team player and possess strong communication skills (written and verbal). A solid Customer Service focus and a well organised person would suit this role best and although part of a team, they should be comfortable with working under their own initiative.

The role will be based out of our Rotherham National Distribution Centre.

The core Service Desk Hours are 7am-6pm Monday to Friday and 7am-1pm Saturday. This role is an 8 hour shift (7am-4pm or 9am-6pm) during the core hours with occasional Saturdays (on a rota basis).

Skills and Experience Required

A good knowledge of the following technologies is required:

Desktop Support (Windows 10/11, Office Applications)

Basic Networking (DHCP & DNS)

Microsoft 365

Endpoint Provision, Security & Support (Imaging, Active Directory, Group Policy)

Mobile Device Management

Windows Update

Qualifications Sought

Pursuit of the following professional qualifications would be beneficial but is not required:

CompTIA Network +, CompTIA A+

Microsoft Certifications

ITIL Foundation

Alliance Automotive Group are willing to support professional development in both company time and personal time and will provide access to learning materials.

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Alliance Automotive Group is an equal opportunities employer.