2nd Line Support Technician

2nd Line Support Technician

Location: Ringwood, Hampshire

Salary: £26,000 – £30,000 DOE + Profit Share + Benefits

Hours: 37.5 hours per week; Hybrid home working after successful completion of probation

The Role

• Receive technical escalations from 1st Line.
• Perform routine maintenance checks and updates on customer infrastructure.
• Support the 1st Line team and share knowledge.
• Progress and close incidents and requests.
• Liaise with internal and external customers.
• Attend on‑job training for systems, hardware and software, including Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
• Complete role‑specific training through Microsoft Learn.

Skills and Experience

• At least 2 years of experience in a 2nd Line role.
• Good knowledge of IT troubleshooting and problem solving.
• Experience within an IT customer service environment.
• Ability to take responsibility for workload.
• Helpful and approachable demeanor.
• Excellent time management skills.
• Good communication skills.
• Working knowledge of ITIL.
• Experience using Microsoft services.

This role is subject to a clear standard DBS check being received.

The Package

• Ongoing training and support.
• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including Dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.

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