2nd Line Support Technician

About the role

VPZ, the UK's largest vape retailer with 200 locations, is hiring a 2nd Line Support Technician at its Newbridge head office. You will own technical issues, investigate root causes and recommend improvements, while giving timely first and second line IT support to desktop, laptop and mobile users, onsite and remotely.

Key responsibilities

• Deliver 1st and 2nd-line support for hardware, software and mobile devices via an ITSM ticketing system
• Administer and troubleshoot Microsoft 365 services, including Entra ID, Exchange Online, SharePoint, Teams and OneDrive
• Manage onboarding and offboarding, user accounts, permissions, licensing and multi-factor authentication
• Configure and deploy Windows devices using Microsoft Intune and Windows Autopilot
• Assist with basic Power Automate workflows, maintain documentation and help improve processes

Required profile

• Previous hands-on experience in a 1st/2nd-line IT support role covering remote and onsite users
• Demonstrated experience administering Microsoft 365 tenants (Entra ID, Intune, Exchange, SharePoint)
• Strong communication skills and good customer service record
• Ability to follow structured troubleshooting methods and prevent recurring issues
• Applicants must be 18 or older and pass pre-employment screening and right to work checks

Required skills

• Microsoft 365 Admin Centre, Entra ID, Exchange Online, SharePoint, Teams, OneDrive
• Windows 11 administration, Intune, iOS/Android device support and hardware diagnostics
• Basic networking (DNS, DHCP, VPN, Wi-Fi) and endpoint security (Microsoft Defender)
• Familiarity with remote support tools and basic PowerShell