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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