Level 2 Support Analyst

Joining Arup

Arup's purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

The Product & Application Development Team provide software development skills and corporate solutions to the business. The solutions generally exist around core HR and Finance systems, ensuring staff across the business have a low barrier to entry to key tasks, workflows and process.

Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it!

The Opportunity

At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

· The role provides an opportunity to join a diverse team with a global remit currently supporting 1000s of users around the globe across the entire business.

· Beyond the L2 support responsibilities, there is scope to work closely with our QA, BA and dev teams to help understand recurring problems or potential quality of life improvements in the products we build. As troubleshooting could benefit from additional skills, there is scope to learn debugging and database skills

· The primary responsibility for this role is to be the primary point of contact for all support calls coming to our team, triaging them, potentially re-routing where required, resolving where possible and escalating when required

· A typical day will most likely involve triaging incoming calls, resolving those that can easily be addressed and either investigating or escalating new and more complex issues. There is also the prospect of needing to interact with the frontline support staff and other L3 teams to resolve issues.

· In addition to the day to day activities, the role will involve interaction with our scrum process to help keep the role informed of planned development but to also help influence our plans.

Did you know: Our Digital Technology team are proud prior winners of the IT Team of the Year Award at the Chartered Institute of IT's UK IT Industry Awards.

Is This Role Right For You?

This role will require certain skills for you to be able to start effectively:

· Communications skills to support daily interactions with a very diverse group of globally dispersed users and the ability to communicate via different medium (video, voice, chat, email)

· Troubleshooting in cloud, web and desktop environments

· Familiarity with web, desktop and cloud hosted solutions

· Familiarity with issue and call tracking tools (e.g. Service-Now and JIRA)

· Understanding the broad concepts behind the building blocks that make up typical solutions (databases, storage, services, networking)

What We Offer You

At Arup, we care about each member's success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup's legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

Different People, Shared Values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at Careers - Your Life at Arup.

We are committed to making our recruitment process and workplaces accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process

To understand what to expect next, please visit our Careers page. Our aim is to make this process as streamlined and easy as possible for our applicants.

Please note that all applicants must apply directly via the job portal and applications sent via email will not be considered. If this role is not quite what you are looking for, but you are interested in other opportunities for a future with purpose, please sign up to our Talent Community where you will be kept up to date with roles suitable for you to shape a better world.

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