Second Line Support Engineer

Job Title: Second Line Support Engineer
Hours: 37 per week
Location: Hereford (Hybrid)
Salary: Hoople Band C £27,427 - £34,456 per annum
Contract: Permanent

An exciting opportunity has arisen to join the Hoople IT Service Desk, looking after a wide range of public and private sector customers!

You will be working in a team-based environment in a 2nd line support role providing support to customers, managing your own workload to maximise resolution of support requests within SLA timescales. 

You will require excellent technical skills and have proven experience of delivering excellent customer service. 

You will have experience of working and supporting IT users in a business environment. 

This role offers a great opportunity for a technically minded individual to be part of an enthusiastic team in an enterprise setting supporting in excess of 8000 users, using enterprise based IT tools, systems and infrastructure.

Hoople offer 26 days annual leave plus Bank Holidays rising to 31 days after 5 years’ service, and an Aviva salary sacrifice pension scheme.  We also provide a flexible benefits scheme which provides a range of benefits and discounts across retailers, the option to buy or sell annual leave, cycle to work scheme and healthcare plans.

We welcome applicants whatever their personal characteristics or social identity.  All requests for flexible working arrangements and reasonable adjustments will be considered. 

The following candidates will be interviewed if they meet the essential criteria for the post they are applying for: 

• Those who indicate that they have a disability. This is part of our commitment to the “Disability Confident” scheme;
• Those who indicate in their supporting statement that they are an Armed Forces Veteran or Reservist. This is part of our pledge to support the Armed Forces Covenant.
• Those who indicate in their supporting statement that they are a Herefordshire care leaver. This is part of our commitment to supporting young people leaving our care.

Please refer to the Job Description and Person Specification for more details of this role.

PLEASE NOTE: Applicants must apply online for this vacancy.

Our vision

To provide excellent business support services to the public sector and those who work with them.

Our mission

Creating and building trusted and sustainable relationships in order to deliver business critical services for our key customers.

Our values

• Passion for improvement - Continuous improvement to develop more effective ways of delivering services for our customers
• Customer focus - Satisfying our customers and helping them to support themselves
• Professional integrity - Bringing the best of our shared technical expertise and professional values to our work
• Mutual support - Whether one-to-one or in teams, we encourage and support each other to strive for excellent performance in all that we do