IT Second Line Technician

Job Title:

IT Second Line Technician

Reports to:

IT Helpdesk Manager

Salary:
Up to £30,000 dependent on experience

Hours:

40 hours per week (Monday to Friday)

Location:

Bournemouth

Are you an experienced IT professional who enjoys solving technical challenges, supporting users, and making a real difference to the day-to-day running of a business? Do you thrive on troubleshooting complex issues, improving systems, and sharing your knowledge with others? If so, this could be the perfect next step in your IT career.

At Protect Line, we’re more than just a life insurance broker – we’re a people‑first business powered by technology. As our IT Second Line Technician, you’ll play a vital role in ensuring our colleagues have the tools, systems and support they need to deliver exceptional outcomes for our customers every day.

Working as part of our busy IT team, you’ll take ownership of escalated technical issues, support our cloud and on‑premise infrastructure, contribute to exciting technology projects, and help drive continuous improvements across the business. We’re looking for someone who is proactive, adaptable and comfortable balancing multiple priorities while taking a hands‑on approach to solving problems.

At Protect Line, we believe that investing in every employee provides a platform for opportunity and growth. Helping people become the best version of themselves is key to delivering an exceptional service that stands out for its authentic care and trust. We view protection as a promise for the future, focusing on keeping our promises, so you can keep yours.

Care, Collaborate, Dare, and Deliver aren’t just words on a wall—they guide our actions, define how we interact with each other, and shape the way we serve our customers.

• Acting as the primary escalation point for technical incidents and service requests from our 1st Line Support team.
• Diagnosing and resolving complex hardware, software, networking and cloud‑based issues across the business.
• Taking ownership of support tickets through to resolution, ensuring excellent communication and adherence to service levels.
• Managing and supporting Microsoft 365 environments, including Exchange Online, SharePoint, One Drive, Teams, licensing and security settings.
• Administering Active Directory, Entra and identity management systems to ensure secure and efficient user access.
• Supporting user lifecycle processes, including onboarding, internal moves and offboarding.
• Assisting with the management of business‑critical systems, including CRM platforms and telephony solutions.
• Supporting endpoint management, device deployments, patching and IT asset management.
• Helping strengthen our security posture through the implementation and monitoring of security controls such as MFA, Conditional Access and endpoint protection.
• Creating technical documentation and knowledge articles while supporting the development of 1st Line colleagues.
• Participating in IT projects including upgrades, migrations, rollouts and continuous improvement initiatives.
• Provisioning, configuring and maintaining laptops, desktops, peripherals and wider office technology.

• Solid experience in an IT support environment, including experience operating at 2nd Line level or equivalent.
• Strong knowledge of Microsoft Windows 10/11 and Windows Server environments.
• Hands‑on experience administering Microsoft 365, including Exchange Online, SharePoint, One Drive, Teams and licensing.
• Experience working with Active Directory and/or Microsoft Entra.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking.
• Strong troubleshooting skills across hardware, software, connectivity and user access issues.
• Experience working within ticketing systems and SLA‑driven support environments.
• Excellent communication skills with the ability to explain technical concepts to non‑technical users.
• A proactive, self‑starting approach with the confidence to take ownership and drive issues through to resolution.
• The ability to manage multiple priorities and adapt quickly in a…