2nd Line Support Professional

Reporting to the Workplace Services Manager you will be a champion for great Customer Service. The role combines onsite and remote site support as well as colleagues working from geographically dispersed locations. Providing telephone and remote desktop support in addition to site based project delivery tasks and fulfilling service requests.

Main Duties:

• Incident, Service Request, Problem and Change Management
• Supporting large onsite projects
• Managing and coordinating projects and service improvement initiatives
• As the \"shop front\" to the department the successful candidate will have excellent customer service skills
• Ability to listen, influence, negotiate, build rapport, and credibility with colleagues
• Energy, focus, assertiveness, and diplomacy
• Excellent verbal and written communication skills
• Ability to diffuse and resolve conflict with good problem-solving techniques to achieve win/win outcomes
• Ability to focus on business value results, rather than solutions
• Technical aptitude, requirements management, and the ability to assess and articulate risk, issues and non compliance
• Ability to Travel (UK) and work with minimal supervision
• Full UK Driving License

Desirable:

• ITIL Foundation and relevant technical qualification(s)
• Good practical experience with enterprise technologies such as Active Directory, Intune, M365, Teams and SharePoint Admin.
• Practical experience of IT operation, project delivery and troubleshooting across user devices, servers and networking.

This position is classified as:

Onsite: Employees who are working in Onsite roles will work primarily onsite. This includes all production and maintenance employees, as they are essential to the development of our products.]

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

Remote: Employees who are working in Remote roles will work primarily offsite (from home). If you live within a reasonable commute of an RTX site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role.

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility.

Requires theoretical to advanced knowledge of work area typically obtained through University Degree combined with experience. Practical knowledge of RTX projects, programs or systems with the ability to make enhancements and leverage in daily work.

Typically requires a University Degree or equivalent experience and minimum 2 years of prior relevant experience.

Engineering/Other Technical Positions:Typically requires a degree in Science, Technology, Engineering or Mathematics(STEM) and a minimum of 2 years of prior relevant experience unless prohibited by local laws/regulations.

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world's most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Raytheon brings the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today's mission and stay ahead of tomorrow's threat. We deliver solutions that help our nation and allies defend freedoms and deter aggression, creating a safer, more secure world. Join us and help shape the future of aerospace and defense.