We are actively building diverse teams and welcome applications from everyone.
Role: 2nd Line Technical Support – Infrastructure
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £30-38k plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm, Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role purpose:
To deliver 2nd line technical support for core infrastructure systems, ensuring stability, secu-rity, and optimal performance across the organisation’s IT environment. The role involves receiving, triaging and troubleshooting incidents escalated from the Service Desk, and re-solving issues within agreed SLAs wherever possible. Escalate unresolved or complex inci-dents to 3rd line support with clear technical analysis, diagnostics and remediation actions already completed.
Key responsibilities:
- Triage, prioritise and manage incidents and service requests escalated from the Service Desk.
- Troubleshoot and resolve infrastructure issues across supported technologies.
- Investigate incidents to identify root causes and implement fixes where appropriate.
- Take ownership of incidents through to resolution or escalation.
- Escalate complex issues to Technical Specialists / 3rd Line with appropriate technical documentation.
- Perform routine infrastructure administration and maintenance activities.
- Create and maintain technical documentation and knowledge articles.
- Support infrastructure changes, upgrades and service improvement initiatives.
- Work with vendors and internal teams to resolve technical issues.
- Contribute to problem management and continual service improvement activities.
Skills and experience:
- Strong troubleshooting and analytical skills.
- Experience supporting Microsoft server and cloud technologies.
- Good understanding of Active Directory, DNS, DHCP and Group Policy.
- Knowledge of Microsoft 365 services including Exchange Online, Teams and Entra ID.
- Working knowledge of VMware vSphere and other virtualisation platforms.
- Understanding of networking fundamentals including TCP/IP, routing and firewalls.
- Ability to prioritise workloads and manage competing demands.
- Strong written and verbal communication skills.
- Ability to work independently and take ownership of issues.
- Customer-focused approach with a commitment to service excellence.