2nd Line Support Technician

  • Job Reference: 220002VW
  • Date Posted: 12 May 2022
  • Employer: Fujitsu
  • Website: http://www.fujitsu.com/uk
  • Location: Lympstone, Devon
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Bonus/Benefits: Competitive Salary Plus Bonus
  • Sector: I.T. & Communications
  • Job Type: Full Time

Job Description

2nd Line Support Technician

Location: Co-located between both Lympstone & Dartmouth

‘Yellow but Orange preferable’

Are you looking for a career in IT that will provide training and skills in a 2nd Line Support role? Can you work within a team to provide support to our customers enabling continued service? Do you want to be proud to work for a company that respects its people and is at the forefront of technology? We are looking to grow our team with committed people to provide support for our customers. This is your world and your opportunity to shape it for the better.


Shape your world

We are looking for a talented Technician to join our 2nd Line Support team, able to provide technical support for all aspects of the current training delivery solution. The ideal candidate will have worked in a desktop support background and have some experience working with workstations and servers in a Windows Active Directory environment. You will be required to collaborate with 3rd Line and work to time driven Service Level Agreements (SLA's).           

The role will involve resolving all delivery issues, providing solutions and fixes. You will be required to Investigate reported failures to service delivery, working on our SupportWorks ticketing systems to record all aspects / issues and related fixes while ensuring disruption to service is kept to a minimum. This position is co-located at Lympstone & Dartmouth in the West Country (predominantly Lympstone), operating a rota between sites to support where required. The successful applicant may also engage in projects further afield from time to time, as well as be expected to support our other remote West Country sites when required. You will need to maintain a high level of customer satisfaction by clarifying the customers’ needs and ensure they are met whilst working within your agreed support role as defined by your Team Lead. Some of the key tasks and core skills are outlined below but you will also be involved with other work as directed and be expected play your part in contributing to the team’s ability to meet target SLA’s and KPI’s.


Your experience

Core Skills and key tasks

  • To ensure that assigned Service Desk Support Calls are responded to and completed within the timescales laid down in the SLA and in accordance with defined Fujitsu Procedures;
  • To deploy images and software to workstations using Microsoft SCCM or current deployment applications;
  • To research, develop, build, test and advise on workarounds, permanent fixes, requests for change (RFC), and new technology;
  • To produce and maintain records, procedures and other documentation related to the service;
  • To adhere to all Fujitsu Policy documents, including Change & Release, Configuration, Security etc.;
  • To maintain the security of the network services in accordance with the Establishment’s SyOps and current process documentation;
  • Required to work under minimal supervision and be able to think on your feet as not all assignments will have procedure documentation available.


Our Hours of support are 0730 – 1800 per week on a split shift, rotated weekly as directed by the Team Lead to cover 37 hours.

Example shift pattern will be 0730 – 1500 & 0930 – 1800.


Shape your world and achieve together

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.

We are inclusive. As a responsible business, it is really important to us that we reflect the diversity of our society and customers. Not only are we a Disability Confident company, a Times Top 50 employer for Women and a signatory for the Race at Work Charter, we are also committed to the United Nations standards for LGBT+.

We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.

We want you to thrive. If working for a progressive organisation, with a continuing commitment to diversity and inclusion is important, you should apply.