2nd Line Support Partner

Job Description - 2nd Line Support Partner (251977)

Make the switch to a role where what you do really matters. Tired of fixing the same old problems? Here’s your chance to work with the latest tech, own issues end to end and help colleagues deliver life-changing services. Join a not-for-profit where every fix supports something bigger – and where your skills make a real difference.

Troubleshoot Meraki and Cisco networks, VPN and Wi‑Fi using Logic Monitor.

Support the M365 stack – Intune, Azure AD, Teams, SharePoint and Exchange – and automate with Power Shell.

Own escalations from 1st line and resolve complex incidents fast.

Document fixes and knowledge base articles, feeding insights into problem management and improvements.

Deliver office projects, install kit and coordinate suppliers for openings and closures.

Provision and configure devices at scale using Intune and Autopilot.

Be part of a team that loves tech and loves helping people. We’ll back your growth with a wide range of development and career directions open to you. Many of our colleagues have moved from 2nd line into 3rd line roles. Enjoy flexibility, great benefits, and work that feels good because it matters. Be part of one of the UK’s top 10 Great Places to Work!

Excellent communication skills to explain tech clearly to all colleagues.

Strong troubleshooting skills with Intune, Azure AD, M365, Teams, SharePoint and Exchange, plus networking (Meraki/Cisco) and monitoring tools like Logic Monitor.

Problem‑solving experience within a Service Desk environment that operates within an ITIL framework.

A Microsoft Fundamentals certification such as AZ‑900, SC‑900, AB‑900 or MS‑900 and MD‑102 (Endpoint Administrator) or willingness to work towards it.

A continuous improvement mindset and enthusiasm for learning new tech.

We work a 7.5‑hour working day between the hours of 7 am to 5.30 pm.

We work a hybrid pattern with 2 days in our central Newcastle upon Tyne office per week on average.

You need to be able to drive, as you’ll use a company van for site visits.

Occasionally a site visit could involve travel and an overnight stay.

Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more

2 paid volunteering days each year

Matching pension contribution (up to 7% and life insurance of 3x basic salary)

800+ discounts on shops, holidays, days out, tech and more

Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support

For reasonable adjustments email