2nd Line Technical Support Analyst

We’re looking for an experienced 2nd Line Technical Support Analyst to work in our Digital department.

Our vision at Arnold Clark Digital is to give our customers an outstanding, integrated and personalised digital experience, ensuring Arnold Clark is easy to do business with and remains one of the leaders in the car retail and mobility industry.

• 33 days’ holiday allowance with room to grow
• Flexible leave
• Private healthcare
• Life assurance
• Training opportunities
• Generous employee discounts
• ... and much more!

Full time:
Monday – Friday between 8am – 5pm. Youwillbe required to provide rotational weekend cover every 1 in 8.

This is a hybrid role, with your time spread between your home and our Head Office in Kilbirnie Street, Glasgow.

Arnold Clark’s Digital department is responsible for delivering technical solutions across our rapidly growing business.

As a 2nd Line Technical Support Analyst, you’ll have substantial previous experience of working in a busy Digital Support Desk  environment, preferably in a second-line position.

You’ll be an adaptable team player with the skills to deliver remote and customer-facing support for our constantly expanding customer base and new applications. You may also be asked to provide weekend cover for sales and aftersales staff at our branches on a rota basis.

• Application support: The role involves providing second line support, including user, hardware, software and network support
• Incident management: This role requires managing incidents through a structured system and coordinating with third parties
• Problem management: The role involves troubleshooting and problem‑solving in a Windows environment
• Network support: You will understand LAN/WAN technologies and perform tasks like TCP/IP, VPN and ethernet troubleshooting
• Knowledge management: This role includes writing and updating technical information to support knowledge sharing within the support team
• Customer service support: The role requires a strong service delivery focus and customer satisfaction, including mentoring and training first line support staff
• Configuration management: The role involves handling Active Directory and user/group management
• Infrastructure operations: This role requires provisioning, deploying, configuring and optimising technology infrastructure, including physical, virtual and cloud environments

• Over two years’ ITsupport experience
• Experience of computer hardware/software troubleshooting and problem solving in a Microsoft Windowsenvironment
• Good knowledge of Active Directory user/group management
• Understanding of LAN/WAN technologies – TCP/IP, Ethernet, ADSL, VPN
• A strong focus on service delivery and customer satisfaction
• Attention to detail with a methodical and thorough approach to work
• Ability to stay calm under pressure
• Strong written and communication skills
• Ability to work as part of a team
• High levels of organisation with excellent communication skills
• Great time managementskillsand the ability to prioritise multiple responsibilities

• Advanced knowledge of networking, switch, router and firewall configuration and support
• MCP/MCSA/CCNA/CCNP
• Experience/knowledge of ITIL
• MS SharePoint experience
• Knowledge/experience of supporting unified comms systems such as Cisco Call Manager/Finesse/Jabber

At Arnold Clark, we are adopting SFIA Version 9 framework for all roles that require digital / IT skills. In the case of this role, we have reviewed the required skills and skill levels that we regard as essential. To find out more about SFIA and version 9 of the framework, you can visit: (Use the "Apply for this Job" box below)..

You may be asked to provide evidence as to how you are already operating at these skill levels if you are invited to interview with us.

Arnold Clark is committed to creating a diverse and inclusive workplace. We strive to create an environment where collaboration, unique perspectives and multiple approaches are celebrated. We care about our employees and our communities, we nurture talent and encourage ambition, and we are passionate about people who take pride in their work. Our employees are at the heart of everything we do – diverse in our make-up, united in our goals.

To find out more about Life at Arnold Clark, visit our website.

Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.