1st/2nd Line Support Technician


1st/2nd Line Support Technician

Business Area: IT

Place of Work: Liverpool

Contract Type: Permanent

Hours: Full Time

The Universities Superannuation Scheme (USS) has circa 396,000 members, and over £60 billion in assets, we’re one of the largest private pension schemes in the UK and in the top 50 worldwide. Established in 1974, we’re entrusted by over 350 higher education sector employers to manage and administer the pension scheme and its investments through our two companies, Universities Superannuation Scheme Limited and USS Investment Management Limited.
Our mission
To be the pension service of choice for the higher education sector for the long-term
The role
As a key member of the IT Service Delivery support team you will be the first point of contact for the business to log and resolve technical queries and incidents.
Supporting the build of IT equipment and problem diagnosis to ensure speedy resolution of issues. Support the Configuration Manager in ensuring assets are tracked and managed.

Key responsibilities
1st / 2nd Line Activities
The IT Support Technician will provide 2nd Line and Desktop Support to USS staff, with the role combining both end-user support with more technical hands on troubleshooting. Key activities will include:
Call Logging, analysis, updating and resolution of issues / service requests
Troubleshoot desktop, telephony, software and printing issues, assisting the business users with any technical issues 
Carry out daily checks, reporting & resolving issues to the agreed procedure to ensure that IT Systems and controls are operating effectively. 
Incident investigation and resolution
Engagement with technicians & suppliers to resolve level 3 issues, 
Review and active management of 3rd Party calls
Provide advice support & guidance in issue management and problem resolution.
Document all work to comply to the standards, including reporting details of all hardware/software items that have been installed and removed so that configuration management records can be updated 
Physical installation and configuration of desktops, laptops, and other IT equipment
Installation and configuration of hardware and software
Setup mobile phones including BYOD
Decommission laptops and phones as per documented procedures
To engage fully & effectively with the USS Technology Services Team.
Provide full and effective communications to the IT Service Desk Manager & the USS Business on the delivery of the ITSD service.
To develop personal technical skills with a strong customer service focus, including a personal development plan.
Perform any other duties as may reasonably be requested by your manager.
Asset Management
Ensure all assets are accurately recorded in the Asset register which is regularly reviewed and updated. 
Support regular asset inventory to ensure accuracy
Maintain stock rooms and take ownership of new kit ensuring they are entered into SD+. Complete any decommissioning work as and when required ensuring records are updated

Your experience
Experience in a customer facing role with evidenced service improvement focus
Strong technical knowledge of building various IT hardware 
Ability to diagnose hardware issues to quickly and effectively complete problem diagnosis & resolution
Provides assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides timely feedback and updates to users
Following agreed procedures, receives and handles requests for support, provides information to enable problem resolution and promptly allocates unresolved calls as appropriate
Minimum of 3 Years’ Service Delivery experience with a background in ITIL  
Experience of working in an IT environment and an understanding IT metrics and data
Ability to produce accurate reports 
Experience of using MS Offices products – Excel, PowerPoint and Outlook – to an intermediate level  
High level of accuracy and attention to detail 
Desirable Technical skills / experience
SCCM experience
Microsoft Windows 10
Microsoft Office 2013 /16, including Office365
Exchange 2016
SharePoint 2016 
SharePoint Online
Anywhere 365
Mobile phone technology
Personal Qualities:
To be able to work effectively in a team or autonomously
Excellent organisational skills
Attention to detail
Practical troubleshooting and problem analysis techniques
Ability to prioritise, manage and perform under pressure
Enthusiasm and willing the be flexible
Can work effectively under pressure to a high standard and to strict deadlines 
Excellent planning and organisational skills
Maintain excellent verbal and electronic communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation

USSL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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