IT Helpdesk 2nd Line Support Agent in Rotterdam House vacancy | Vertu Careers

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IT Helpdesk 2nd Line Support Agent

Rotterdam House, Gateshead

Basic Salary 25,000 and OTE 27,400 plus company benefits
Basic Salary 25,000 and OTE 27,400 plus company benefits
Apply Now

Job description

You will have the opportunity to further broaden your skills by using our subscriptions to world class IT training platforms.

We have a culture of learning and knowledge sharing in the team and you will have the chance to upskill and cross skill, leading to other opportunities that may exist in the future.

This ethos has led to many internal progression paths, and we can clearly demonstrate one of our core values - Opportunity. We have IT colleagues who with hard work, and determination have learned the skills they need to take the next step up. Whether it be in networks, servers & storage, security, cloud platforms or development - knowledge growth is key to the success of the team. The world of Vertu IT never stands still so if you are looking for an exciting opportunity to work in a great team with world class systems and like to have fun then look no further.

We're currently looking for a 2nd Line Technician to join our IT team at our Gateshead office. At Vertu Motors, our IT team aim "To provide world class IT systems that enable Vertu to deliver an outstanding customer motoring experience".

The IT Team currently support the business during the opening hours of our dealerships. This is currently 8am - 6.00pm on a weekday and 9am - 1pm Saturday Mornings on a shift rota basis.

As an IT Helpdesk 2nd Line Support, it is critical that you are flexible in your attitude to work. Your responsibilities will include:

  • Providing training and development to the 1st line team.
  • Receiving, prioritising, documenting and actively resolving end user help requests across the full range of Vertu Motors IT systems and services.
  • Troubleshooting issues in a timely, efficient, and accurate manner keeping the end user notified of current progress.
  • Managing escalated calls including those to third parties ensuring they are resolved to the end user's satisfaction.
  • Maintain group assets and infrastructure to include monitoring system backup state, system upgrades and ensuring optimum performance.
  • Maintain the asset database ensuring asset location throughout the group is accurate and up to date.
  • Participate in project work such as rapid deployment of iPhone, acquisitions and other adhoc projects.

The successful candidate will have previous IT helpdesk experience. We're looking for someone who has:

  • A very good working knowledge of PCs, Microsoft operating systems, popular windows applications, Networks, and 365 platforms.
  • Ability to remotely diagnose IT problems and resolve these problems.
  • Excellent communication and interpersonal skills.
  • A polite and friendly telephone manner.
  • Ability to work under pressure, and diffuse confrontational situations.
  • Good organisational skills.
  • A willingness to learn and work within a team.

It would be preferable for the successful candidate to have working knowledge of the following:

  • Active Directory/Domain Environments.
  • Microsoft 365.
  • Anti-virus software, monitoring, and Spam Filtering.
  • Networking (TCP/IP, VPN Access etc).
  • Internet access and restrictions, set-up, trouble shooting, reporting.
  • Remote support tools including Remote Desktop, VNC applications.
  • Printers, scanners, wireless network devices.
  • IT security applications such as Meraki, Mimecast and AirWatch.

We are proud to be the Motor Retailer who invests more in our colleague's personal development than any other, so if you are successful, you can look forward to on-going training opportunities that provide you with the right career path, career progression and a range of benefits you would expect from an employer of choice which includes:

  • 25 days holiday rising with length of service plus bank holidays
  • Access to our online rewards platform giving you cash back and discounts for multiple retailers
  • Preferential Service Rates
  • Colleague Purchase Scheme
  • Share Incentive Scheme
  • Pension
  • Enhanced Maternity

Apply today to be considered for this role!


  • Vertu Reward Scheme
  • Preferential Service Rates
  • Colleague Purchase Scheme
  • Share Incentive Scheme
  • Pension
  • Enhanced Maternity
Apply Now



Earls Court
Fifth Avenue Business Park
, Team Valley Trading Estate
, Gateshead
, NE11 0HF