2nd Line Support Technician

As a 2nd Line Support Technician, you will be a vital escalation point within our tiered support model. You will work closely with our 1st Line teams and collaborate with the 3rd Line EUC specialists to resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects.

This is a hands‑on role where customer experience matters just as much as technical capability. You will help keep IT services running smoothly through proactive maintenance, careful change control, and clear documentation – all while building trusted relationships with public sector stakeholders.

• Acting as an escalation point for technical issues that cannot be resolved by 1st Line support
• Collaborating closely with 3rd Line teams on complex incidents, problem management, and projects
• Supporting and maintaining customer IT infrastructure, including regular patching and software updates
• Following robust change control processes and producing clear, accurate documentation
• Assisting with IT projects such as infrastructure changes, deployments, and client onboarding
• Providing professional support via phone, email, and self‑service portals
• Accurately logging and updating tickets to meet agreed service level agreements (SLAs)
• Participating in an on‑call rota, no more than one week in every four
• Investing in your own development through training, learning, and professional certifications

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.

Essential experience and skills:

• Proven experience with Microsoft 365 and Azure
  , including Intune and Entra
• Strong understanding of End User Compute environments
• Experience supporting Windows 10 and Windows 11 devices at scale
• Confident working in Hybrid Active Directory environments
• A good general understanding of IT security best practice
• Microsoft Endpoint Manager (SCCM), task sequences, application packaging, and device management
• Public sector or large enterprise environments (5,000+ users)
• Microsoft Windows Server technologies – AD, Group Policy, DNS, DHCP, RDS
• Exchange Online and broader Microsoft 365 services
• Networking fundamentals including VLANs, routing, and Wi Fi
• Familiarity with Sophos, Meraki, or Ubiquiti technologies

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

• Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

We are an Equal Opportunity Employer and welcome applications from all backgrounds. Our diversity and inclusion are central to our success. We actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion, and belief. We support flexibility and accessibility. If you have a disability or health condition and require adjustments during the recruitment process, we will make reasonable accommodations.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers, and military families.