Key purpose of your role Responsible for providing second‑line technical support by resolving escalated IT incidents, managing complex technical issues, and coordinating with third‑party service providers to ensure stable, secure, and efficient IT operations. The role works closely with 1st Line Support to ensure seamless service delivery and continuity of support. The role works collaboratively with other IT support team members to ensure continuity of service and provides support across levels where skills and operational requirements allow. Key performance areas Resolve escalated IT incidents and service requestsResolve complex and escalated technical issues. Perform root cause analysis where required. Provide guidance and feedback to 1st Line support. Manage IT and technical asset lifecycle (support level). Maintain accurate asset registersSupport asset lifecycle management and audits. Identify and escrow asset-related risks. Support IT procurement and manage third‑party providersObtain and evaluate quotes with guidance. Coordinate with vendors and manage escalations. Ensure compliance with procurement processes. Provide technical support for IT projectsExecute assigned technical project tasks. Support implementations and rollouts. Meet agreed timelines and deliverables. Maintain system stability and reliabilityPerform proactive monitoring and maintenance. Support upgrades and infrastructure changes. Identify risks and recommend improvements. #J-18808-Ljbffr