British Heart Foundation
Locations: Dual – London office & home
Salary Details: £33,000 – £36,000 p/a + benefits
Hours Per Week: 35
Closing Date: 31 Jan 2024
Vacancy type: Permanent
Are you a 2nd Line Support Engineer looking to develop your skills and experience?
If so, you could be the 2nd Line Support Engineer we’re looking for here at British Heart Foundation (BHF).
About the role
In the role you’ll provide a high-level of support within a fast-paced, growing environment. As a member of the 2nd Line Support team, you’ll document and share knowledge amongst the team whilst support in mentoring our Service desk team.
Working within a dynamic team, you’ll analyse and troubleshoot all escalated incidents, ensuring that each one is managed through to resolution. With eight corporate offices and over 700 retail stores throughout the UK, you’ll provide, manage, and maintain all corporate end user devices including laptops, desktops, and mobile phones.
You’ll also be provided with the opportunity to participate in projects, device rollouts/upgrades and remediation activities.
About Technology Operations
Technology operations at BHF is an established team, ensuring all Technology systems are supported and available for the organisation to operate as efficiently as possible. The team provides the means to access services and support from Technology and ensure that changes to systems have minimal impact on the everyday function of the business. This is a large team with a broad remit, empowered to ensure there is clear accountability for key areas such as infrastructure, supplier process and performance management and application support.
Working arrangements
This is a blended role, where your work will be dual located between your home and approximately 3-4 days a week in our London office.
At BHF we believe in the power of being together, so our colleagues on blended contracts can expect to spend some time in their office. The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you will need to work in a flexible way to unlock your best work for our cause.
Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.
About you
With extensive experience working in a 2nd Line (or similar) position, you’ll have strong troubleshooting (Laptop, Mobile Devices etc.) and problem-solving skills, able to perform the analysis and diagnosis of complex desktop problems while recommending and implementing corrective solutions.
You’ll have a positive ‘can do’ attitude and a willingness to learn, matched by a passion to deliver good customer service, able to communicate technical terms to non-technical people.
You’ll need to have strong technical knowledge of:
• Windows 10 deployment and troubleshooting
• Active Directory Administration
• End User Device Management
• OS Deployment & Troubleshooting
• Hardware Troubleshooting
• SCCM and Intune Administration
• Microsoft 365 User Administration
• Asset Management
You’ll also be able to prioritise your workload while working to tight timescales and will have experience of supporting on site and remote users.
With a strong attention to detail, you’ll be able to develop strong working relationships, communicate effectively both in writing and verbally, remain calm under pressure and focused on the task at hand. You’ll have knowledge of prioritisation and escalation techniques and be a team player who is also able to work unsupervised.
What can we offer you?
Our Career Academy provides you with support, inspiration, and opportunities to help you unlock your full potential.
Our generous staff benefits include:
• 30 days annual leave plus bank holidays
• Private medical insurance
• Dental health cover
• Contribution towards gym membership
• Pension with employer contribution up to 10%
• Life assurance
Interview process
Interviews will be held via MS Teams.
About us
Since the British Heart Foundation’s creation more than 60 years ago, the research we have funded has helped to transform the prevention, diagnosis and treatment of many heart and circulatory diseases. The breakthroughs we have helped make possible include new treatments for heart attacks, genetic diagnosis of inherited heart disease, the UK’s first heart transplant and the first portable defibrillator.
We value and respect every individual’s unique contribution, celebrate diversity, and make inclusion part of what we do every day.
Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.
How to apply
It’s quick and easy to apply for a role at the BHF. Just click through to our website to apply. All you’ll need is an up-to-date CV and a supporting statement, outlining your interest in the role and how you meet the role’s criteria.
As part of our commitment to be an inclusive employer and ensure fairness and consistency in selecting the best candidate for this role, the BHF will use anonymous CV software as part of the application journey.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.
Should you need any adjustments to the recruitment process, at either application or interview, please contact us.
To apply for this job please visit jobs.bhf.org.uk.