IT Support Technician (2nd Line Support)
This is an exciting opportunity for a proactive and technically skilled individual to join an established IT business. As an IT Support Technician (2nd Line), you will play a key role in supporting the business as it targets significant growth.
We are looking for a technical assistant engineer to join our 2nd line support team, assisting with escalated technical queries and troubleshooting more complex IT issues. This is an excellent opportunity to work within a close-knit, friendly team and be part of our award-winning Customer Success department.
Key Responsibilities
* Handle and resolve escalated technical issues across hardware, software, and networking.
* Provide remote and on-site 2nd line support for IT incidents and service requests.
* Troubleshoot Windows Server, Microsoft 365, Azure AD, and Exchange issues.
* Investigate and resolve networking problems, including DNS, DHCP, and VPN configurations.
* Work with third-party vendors and 3rd Line Support teams to resolve complex technical issues.
* Perform advanced troubleshooting for desktops, laptops, printers, and peripherals.
* Support SharePoint administration and manage access permissions.
* Assist with the maintenance and expansion of cloud and on-premise infrastructure, including virtual servers, switches, and WiFi networks.
* Provide guidance to junior technicians and assist with knowledge sharing.
* Maintain and update technical documentation, user guides, and troubleshooting procedures.
* Support Office 365 administration (Teams, OneDrive, Intune, and Exchange Online).
* Assist with PowerShell scripting and automation tasks where necessary.
* Ensure adherence to IT security policies and escalate any security concerns.
Skills, Qualifications & Experience Essential
* Strong troubleshooting skills in Windows 10 & 11, Microsoft 365, and Active Directory.
* Experience with Azure AD administration and user access management.
* Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
* Familiarity with remote desktop solutions and remote troubleshooting.
* Excellent problem-solving abilities and the ability to work independently.
* Strong customer service skills and the ability to communicate technical issues clearly.
* Experience handling escalated support tickets and working to SLA targets.
* Ability to prioritise and manage multiple tasks efficiently.
Desirable
* Microsoft Certifications (M365, Azure, CompTIA, or equivalent).
* Knowledge of SharePoint structure, permissions, and site security.
* Experience with PowerShell scripting and IT automation.
* Familiarity with SQL databases and data management.
* Understanding of cybersecurity best practices.
* Basic knowledge of Mac OS (advantageous but not essential).
* Experience working with ITIL or Service Desk environments.
* Ability to speak a foreign language (beneficial but not required).
Personal Attributes
* Self-motivated and eager to take ownership of technical challenges.
* Strong attention to detail and a methodical approach to troubleshooting.
* Excellent communication skills, able to explain technical concepts clearly.
* Team player, willing to collaborate and share knowledge.
* Ability to remain calm under pressure in high-priority situations.
* Passionate about learning and developing new IT skills.
Confidentiality & Compliance
This role requires adherence to data protection policies, IT security standards, and confidentiality agreements, ensuring compliance with organisational and legal requirements.
Why Join Us?
* Be part of a growing and dynamic IT support team.
* Opportunities for career development and certification training.
* Work with cutting-edge technologies and cloud-based solutions.
* A supportive and collaborative work environment.
Job Type: Full-time
Benefits:
* Company events
* Company pension
* On-site parking
* Sick pay
Schedule:
* Monday to Friday
Ability to commute/relocate:
* Hereford: reliably commute or plan to relocate before starting work (required)
Work Location: In person