Senior Technical Support Partner (2nd Line)

WE ARE LANDSEC

We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them. This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe. Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life. We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world. Places where life happens. Where businesses grow. And where cities are defined.

At Landsec, Technical Support Partners are a critical part of our Data & Tech team, providing remote and hands on technical support to Landsec colleagues and partners, enhancing productivity and experience.  They are responsible for the day-to-day delivery of key service management processes including Incident, Service and Change Requests. This role allows us to be able to provide the service and colleague experience excellence in our 80VS office and our other UK sites.

This Senior Support Partner role requires a deeper technical knowledge of our Digital Workplace stack (M365, Microsoft Teams, SharePoint and Video-conferencing) and Core applications, providing desk-side support and training to other members of the Tech Support team. The role will also support key applications in our Finance Eco-System (D365 F&O & OneStream). The role will also provide our colleagues with the tools and training in order to ensure that Landsec harnesses the value of their IT investment, while delivering exceptional customer service.

Principal accountabilities

• The role will act as a deep SME in the Support Desk function, performing a hybrid 1st line ticket completion and hands on technical escalations for our colleagues. This includes hardware and software support for all supported applications and colleague laptops & devices.

• The role will assist in the automation, AI assistant and self-service automation capabilities, reducing the ticket volumes to the Tech Desk.

• The role will provide exceptional colleague experience to our colleagues, ensuring that all agreed operational standards are followed. There is an expectation that the role will travel to other Landsec sites when onsite support is required.

• The role will provide regular floor walking, desktop visits and provide technical assistance via the support bar, Microsoft Teams, telephone and Fresh Service ticket queues.

• The role will provide the first port of call and triage for our strategic Microsoft D365 Finance & Operations system, providing account management, license management, workflow issues and ensure that all calls are passed to the correct teams when escalation is required.

• The role will need to provide advanced support for M365 Products including our collaboration toolset (SharePoint, MS Teams and M365 Office Products) and patching of end user devices.

• Responds in line with agreed Service Levels to a broad range of requests for support, including proactively managing technical requirements for company and video conferencing events. Configuration guidance and support is required for key business events in the Landsec head office, regional locations and offsite locations where necessary.

• Provides detailed incident investigation, diagnosis and promptly allocates unresolved issues to 3rd line teams where appropriate.

• Investigates problems in systems, processes and services. Assists with proactive monitoring and derive continuous improvement initiatives.

• Receives and responds to routine requests for security support and audit actions (including Joiners, Movers and Leavers). Maintains records and advises relevant persons of actions taken. Assists in the investigation and resolution of issues relating to access controls and security systems.

• Uses agreed procedures to create and maintain an accurate register of assets. Performs activities related to administration and lifecycle management of assets.

• Produces routine reports to assist asset management activities and decision making.

• Contributes to creation of compelling and clear end user content, including communications and guides, to aid the use of Landsec’s technology services.

Key competencies

• A strong service-oriented attitude, committed to meeting and exceeding customer expectations.

• Works under general direction within a clear framework of accountability. Exercises personal responsibility and autonomy.

• Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners.

• Work includes a broad range of complex technical or professional activities, in a variety of contexts. Investigates, defines and resolves complex issues.

• Demonstrates and applies an analytical and systematic approach to issue definition and resolution.

• Demonstrates effective application of knowledge. Has an appreciation of the wider business context. Takes action to develop own knowledge.

• Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences.

• Contributes fully to the work of other relevant teams. Appreciates how own role relates to other roles and to the business of the employer or client.

• Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.

• Takes the initiative in identifying and negotiating appropriate personal development opportunities.

Knowledge, experience and qualifications

Essential

• Excellent customer service skills

• Strong M365, Teams Video Conferencing, SharePoint, Intune and Office suite skills

• Experience of supporting D365 Finance and Operations solution including account management, workflows and best practice audit requirements and processes

• Experience of Laptop hardware troubleshooting and problem solving

• Demonstrate problem solving and cross team collaboration skills.

• Strong capability to understand and translate technical information into impactful, relevant user information.

Desirable

• Knowledge of additional modern workplace technology products

• Windows 11 and Entra ID / Active Directory administration

• End user training skills.

• CompTIA A+, ECDL / ICDL certification.

• MCP certification in related technologies.

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing [email protected]

To find out more about our approach, visit our Diversity and Inclusion page.