Location & Salary
Vertu House, Team Valley, Gateshead, UK – Salary: £29,252. Full‑time, Monday to Friday, 9:00 am – 5:30 pm (37.5 hours per week).
Job Title
2nd Line Support Technician
About the Role
As a 2nd Line Support Technician you will play a critical role in our IT support delivery organisation, providing support across a range of Vertu Motors IT systems and services. You will collaborate closely with the 1st line, field engineers and 3rd line support teams to ensure efficient resolution of end‑user help requests and maintain the performance and integrity of the IT infrastructure. The role supports up‑skilling of 1st line staff and promotes a culture of learning and knowledge sharing.
Key Responsibilities
- Prioritise, document and actively resolve complex end‑user help requests that have been escalated to 2nd line.
- Troubleshoot issues in a timely and accurate manner, keeping users informed of progress.
- Manage escalated calls, ensuring resolution to the end user’s satisfaction.
- Provide feedback on escalated call resolutions to the team and management.
- Maintain group assets (mobile phones, tablets, laptops) and enforce accurate stock management practices.
- Provide training and development to the 1st line team to support upskilling.
- Document each support ticket clearly so colleagues understand the current status, and when additional information is required to clarify an issue, the first contact should be attempted via telephone.
Requirements
- Strong working knowledge of PCs, Microsoft operating systems, applications, networks and 365 platforms.
- Ability to remotely diagnose IT problems and resolve these issues.
- Excellent troubleshooting and problem‑solving skills before escalating to the wider team.
- Excellent communication and interpersonal skills.
- A polite and friendly telephone manner.
- Ability to work under pressure and diffuse confrontational situations.
- Good organisational skills.
- Willingness to learn, grow and aid in the development of other colleagues.
Benefits
- 25 days holiday plus bank holidays, increasing with length of service.
- Ongoing training and development opportunities.
- Clear career progression pathways within a growing business.
- Access to our online rewards platform with discounts and cashback across major retailers.
- Preferential service rates.
- Colleague purchase scheme.
- Share incentive scheme.
- Tool insurance.
- Company pension scheme.
- Enhanced maternity and paternity pay.
Why Join Vertu?
We are proud to invest more in our colleagues’ development than any other motor retailer. By joining Vertu you will be part of a business that genuinely supports career progression, continuous learning and long‑term career success.
Next Steps
If you are looking for a role where you can develop your technical skills, work alongside a supportive team and build a long‑term career, we would love to hear from you. Apply today and discover where a career with Vertu could take you.
#J-18808-Ljbffr…