Second Line Support Technician – IT Managed Services

About the role

As a Second Line Support Technician you will be the expert troubleshooter for complex IT issues across a range of technologies. You will work within a fast‑paced managed‑services environment, providing remote and occasional on‑site assistance to keep customers’ systems running smoothly.

Key responsibilities

• Manage your workload in the CRM, ensuring tickets are updated and progressed within SLA targets.
• Log incidents and service requests with clear descriptions and appropriate severity levels.
• Diagnose and resolve technical problems covering Windows, macOS, servers, Microsoft 365, networking, security tools and cloud services.
• Maintain high standards of customer service in every interaction and build trusted relationships.
• Meet performance expectations aligned with defined KPIs.
• Collaborate with colleagues to deliver seamless, high‑quality service.
• Take ownership of personal development through training and staying current with new technologies.
• Travel to customer sites when required, adhering to company travel policies.
• Support incoming calls and create/maintain internal and customer documentation.

Required profile

• Clear, professional communication with a customer‑focused approach.
• Strong organisational skills and ability to manage multiple priorities.
• Proactive mindset with a drive to research and resolve technical issues.
• Calm, positive and solutions‑oriented under pressure.
• Experience working to SLAs and producing high‑quality documentation.
• Empathetic, collaborative team player who shares knowledge.
• Adaptable, reliable and committed to continuous learning.
• Full UK driver’s licence.

Required skills

• Windows operating systems
• macOS operating systems
• Server administration
• Microsoft 365 suite
• Networking fundamentals
• Security tools
• Cloud services

What we offer

• Competitive salary
• Shift‑based full‑time schedule (Monday‑Friday, 08:00‑18:00)
• Opportunities for professional development and training
• Supportive team environment within a leading managed‑services provider