SCC
2nd Line Technical Support – Infrastructure
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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, security, and optimal performance across the organisation’s IT environment. The role involves receiving, triaging and troubleshooting incidents escalated from the Service Desk, and resolving issues within agreed SLAs wherever possible. Escalate unresolved or complex incidents 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.
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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.
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
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We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life
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