2nd Line IT Technician

This role is to provide advanced technical support across the business, acting as the escalation point for 1st line support and taking ownership of more complex incidents and problems. The role focuses on diagnosing root causes, resolving recurring issues, and supporting core infrastructure and business systems to minimise disruption to operations. The role will also support the wider helpdesk function during peak periods, working collaboratively with 1st line engineers to maintain service levels.

Main Duties:

• Act as the escalation point for 1st line support, taking ownership of complex or unresolved issues
• Perform advanced troubleshooting across desktop, server, network, and cloud environments
• Diagnose root causes of recurring issues and implement permanent fixes where possible
• Support and administer Microsoft 365, including Exchange Online, Teams, SharePoint, and Intune
• Support identity and access management across Active Directory and Entra ID (Azure AD)
• Assist in the configuration and support of Conditional Access, security policies, and endpoint management
• Support device management via Intune, including build, compliance, and deployment issues
• Investigate and resolve networking issues (DNS, DHCP, VPN, connectivity across sites)
• Support server infrastructure (Windows Server, file services, basic virtualisation support)
• Work closely with 3rd line engineers on escalations, projects, and infrastructure improvements
• Identify opportunities to improve service quality, reduce ticket volumes, and automate repetitive tasks
• Take ownership of incidents from escalation through to resolution, ensuring minimal business disruption
• Maintain accurate documentation and contribute to the knowledge base to uplift 1st line capability
• Assist in software deployments, patching, and system updates
• Provide on-site support across warehouses and offices where required
• Ensure all work is logged and tracked through the ticketing system with clear updates and resolution notes
• Support the helpdesk function during peak periods
• Assist with ticket triage and escalations where required
• Participate in out-of-hours support rota where required
• Deliver on-site and remote technical support
• Travel across group sites, sometimes at short notice
• Support and maintain endpoint and identity security controls, including Intune compliance policies, MFA, and Conditional Access
• Assist in identifying and resolving security-related issues, escalating where required
• Ensure devices and users comply with company security standards and policies
• Contribute to knowledge sharing within the IT team, helping improve first-time fix rates through clear documentation and practical guidance
• Support effective ticket triage by working with 1st line to ensure issues are correctly categorised, prioritised, and escalated where required

Essential Skills and Experience

• Proven experience in a 2nd Line IT Support role (minimum 3–5 years)
• Excellent diagnostic and problem-solving skills, with the ability to troubleshoot complex technical issues
• Ability to take ownership of issues through to resolution, including root cause identification
• Excellent communication skills
• Strong organisational and time management skills, with the ability to prioritise workload effectively
• Excellent communication skills, with the ability to engage with both technical and non-technical users
• Full UK driving licence
• Strong experience administering Microsoft 365 (Exchange Online, Teams, SharePoint)
• Hands-on experience with Intune (device enrolment, compliance policies, deployment)
• Experience supporting Active Directory and Entra ID (Azure AD), including user and access management
• Understanding of Conditional Access, MFA, and endpoint security controls
• Experience with the wider Microsoft 365 admin ecosystem
• Experience supporting Windows 10, Windows 11, and Windows Server environments
• Working knowledge of networking concepts (DNS, DHCP, VPN, connectivity troubleshooting)
• Experience supporting server infrastructure (file services, permissions, basic virtualisation)
• Experience working with IT service management / ticketing systems

Desirable Skills and Experience

• Experience supporting a multi-site environment
• Experience supporting a multi-site environment
• Experience delivering on-site and remote support
• Experience in a warehouse or logistics environment
• Exposure to virtualisation platforms (Hyper-V / VMware)
• Basic scripting knowledge (PowerShell)
• Exposure to Linux environments
• Relevant IT certifications (Microsoft, CompTIA, etc.)
• Experience delivering on-site and remote support
• Experience in a warehouse or logistics environment
• Exposure to virtualisation platforms (Hyper-V / VMware)
• Basic scripting knowledge (PowerShell)
• Exposure to Linux environments
Relevant IT certifications (Microsoft, CompTIA, etc.)