2nd line it support engineer

Due to growth and expansion across our service operations department we have an exciting opportunity for a Technical Support Engineer to join the team. As Technical Support Engineer you will help drive operational excellence through the day-to-day service management of the Desktop Support Service and 2nd line support for all our customer channels. Who we are: We are proud stewards of the Tote, Great Britain’s pool betting operator since 1928. Backed by people from across British horse racing, UK Tote Group is led by a dedicated group of racehorse owners and breeders and racing fans who are passionate about revitalising the Tote. Using best-in-class technology, digital innovation and customer engagement, we are developing the UK Tote into a modern British success story: a world-leading pools platform, reaching new audiences with innovative products. Looking after customers and supporting the sport will always be our number one priority. We are a team of over 200 people with our HQ based in Wigan, Greater Manchester (WN3 5AZ). The role will be 37.5 hours per week working any 5 from 7 between the hours of 8am and 6pm. Weekend work will be on a rota basis with the role primarily being office based but there will be some flexibility for some shifts to be based from home subject to business needs. A full induction and training plan will be provided to anyone who joins the team. What you’ll be doing: Providing 2nd line support and operations of all desktop support systems, such as email groupware, telephony, software distribution systems, threat protection, the core network, and business communication tools Providing 2nd line technical support for customer issues through all our customer channels (B2C, B2B B2B2C) ensuring support tickets are worked towards within agreed SLA and updated accordingly Owning business communications via high priority incident emails, acting as a resolver across all customer channels (B2C, B2B B2B2C) Maintaining the UK Tote Group infrastructure with routine maintenance, and resolve associated problems Proactively engaging with colleagues on UK Tote Group problems and their resolution, providing advice and guidance regarding their incidents Identifying potential changes and system improvements to present to the senior service operations team for consideration and implementation What you’ll need: Proven experience working with popular operating systems, software applications, and remote connection systems, in particularly Jira Ability to demonstrate in depth knowledge of Office365 and supporting services Confident in solving complex hardware and software issues Ability to build and maintain positive, professional relationships with all stakeholders Proven hands-on network experience desirable ITIL V3/V4 foundation qualification is desirable What we offer: At UK Tote Group we are proud to offer our employees more than just a job, our employees are very important to us, and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include: Bonus scheme Company Shares Option Plan Contributary pension scheme Life insurance (4 x basic salary) Simply Health Cash Plan Holiday entitlement (33 days inclusive of bank holidays) Study support and opportunity for progression and development Confidential 24/7 365 employee assistance helpline Agile and collaborative office environment with free parking, fruit, biscuits and drinks Regular social events, charity events and volunteering opportunities If this sounds like the role for you, we d love to hear from you. For further information on Team Tote check out our careers page - https://app.jobholler.com/team-tote Job Type: Full-time Salary: From £30,000.00 per year Benefits: Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Gym membership Life insurance Paid volunteer time Referral programme Sick pay Schedule: Weekend availability Supplemental pay types: Bonus scheme Ability to commute/relocate: Wigan: reliably commute or plan to relocate before starting work (required) Application question(s): What are your salary expectations? Work authorisation: United Kingdom (preferred) Work Location: In person