2nd Line IT Support Specialist

Company description
Location: Oldbury (on-site working)
Employment Type: Permanent, full time
Additional Benefits: Annual Bonus
Thought The AA only provide roadside assistance? Think again.
For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as a 2nd Line IT Support Specialist, you’ll play a key part to our success and join us on this exciting motoring journey.
#LI-THEAA #LI-Onsite
This is the job
Working within the End User Computing team (EUC) which forms part of the wider IT Operations Team and reporting to the EUC Service Manager, the 2nd Line IT Support Specialist (EUC Patrol Support Specialist) will be an integral team member with the configuration and support of end user devices for our AA Patrols for IT support and mobile device incidents and requests.
You’ll provide support of incidents, advice and proactive guidance via Teams, email, phone, and in-person. The role requires a combination of technical and interpersonal attributes, with good judgement, clear communication skills and the ability to help others.
Ready for a career where you’re always ahead?
What will I be doing?

Installing and upgrading hardware and software on AA Patrols devices. Provide general desktop support, imaging/re-imaging of Desktops, laptops, tablets, and mobile phones
Aiding the end user regarding technical issues, either by phone, email, TeamViewer or in person
Coordinating with third party service providers for the timely repair of hardware and systems under warranty
Contributing to the knowledge base for end-user self-help and Service desk first line incident resolution and request fulfilment
Receiving, logging and managing calls from internal staff via telephone and the ITSM system (ServiceNow) and oversight of requests to track status and communicate progress in a timely manner to the reporting users
Perform basic Active Directory and Azure Active Directory administration: Password resets, group membership, etc.

What do I need?

Experienced IT Support professional specialising within the following fields:

Device support and deployment, including desktops, laptops, tablets, and mobile phones
Office365, SharePoint, Teams and other collaboration technologies
Desktop / Mobility Endpoint security
Active Directory, Azure AD
Identities services and platforms

Skills and experience utilising Windows 10/11 and Intune/EndPoint
Ability and comfortability to provide medium/large-scale IT support
Able to translate ‘tech jargon’ clearly and concisely to both technical & non-technical staff
Passionate to deliver a ‘best in class’ IT service to all with a keen eye for incident resolution

Additional Information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA, you will join and learn within a team that’s as driven as they are supportive and have access to a range of benefits including:

Free AA breakdown membership from day one, 50% discount for family and friends in the first year plus discounts on other AA products
25 days annual leave plus bank holidays + the option to buy additional annual leave
Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Pension scheme available up to 7% contribution
Exclusive EV discount scheme
Diverse learning and development opportunities to support you to progress in your career
Access to employee inclusivity networks
Dental and Critical Illness Insurance cover accessible for all AA colleagues

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
#LI-HH