2nd Line IT Support Technician

bk plus; Hawton; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Employee Assistance Program

24 hour access to GP

Green Car Scheme

4X death in service

Job summary

bk plus is recruiting a Second Line IT Support Technician to deliver advanced technical support to end users and resolve incidents escalated from the first line. You will diagnose hardware, software, network and system issues, install and maintain IT infrastructure, and document all resolutions in our service management system.

You will also collaborate with third-party vendors, deploy software updates and security measures, and contribute to IT process improvements.

Qualifications

• Proven experience in an IT support role.
• Strong knowledge of Windows and/or Mac OS, Microsoft 365 and common business apps.
• Experience troubleshooting LAN/WAN/Wi-Fi/VPN and basic server administration.
• Excellent communication and interpersonal skills to explain technical concepts.
• Strong organisational skills and ability to prioritise workloads.
• IT certifications (CompTIA, Microsoft, Cisco) desirable but not essential.

Responsibilities

• Respond to and resolve incidents and service requests from users, ensuring timely solutions.
• Diagnose and troubleshoot hardware, software, network, and system issues, remotely or on-site.
• Install, configure, and maintain IT infrastructure including desktops, laptops, mobile devices, printers, and network equipment.
• Document resolution activities in the service management system with up-to-date records.
• Collaborate with third-party vendors and escalate issues when necessary for prompt resolution.
• Assist with deployment of software updates, patches, and security measures.
• Contribute to IT support processes and documentation and improve them.
• Participate in IT projects, upgrades and migrations as directed by IT management.
• Maintain compliance with data protection and information security standards.

Skills

Windows/Mac OS

Microsoft 365

Networking basics

Communication

Problem solving

Education

IT certifications (CompTIA / Microsoft / Cisco)

Tools

Active Directory

VPN technology

IT ticketing system

Job description

We are currently recruiting for a Second Line IT Support Technician. The role will be responsible for providing advanced technical assistance to end users, supporting the resolution of incidents and service requests escalated from the first line support team. This role requires a solid understanding of IT systems, outstanding problem-solving abilities, and the capacity to work efficiently under pressure to maintain high levels of customer satisfaction.

As a 2nd Line IT Support Technician your role will include:

• Respond to and resolve basic and complex technical incidents and service requests from users, ensuring timely and effective solutions.
• Diagnose and troubleshoot hardware, software, network, and system issues, both remotely and on‑site as required.
• Install, configure, and maintain IT infrastructure including desktops, laptops, mobile devices, printers, and network equipment.
• Document all resolution activities in the service management system, ensuring accurate and up‑to‑date records.
• Collaborate with third party vendors and elevate issues when necessary to ensure prompt resolution.
• Assist with the deployment of software updates, patches, and security measures across the organisation.
• Contribute to the development and continual improvement of IT support processes and documentation.
• Participate in IT projects, including system upgrades, rollouts, and migrations as directed by IT management.
• Maintain compliance with organisational policies and procedures, including data protection and information security standards.

The Ideal 2nd Line will have:

• Proven experience in an IT support role, preferably within a second line or similar capacity.
• A Strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
• Experience troubleshooting network issues (LAN, WAN, Wi‑Fi, VPN) and basic server administration.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical users.
• Strong organisational skills and the ability to prioritise workload effectively.
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are desirable but not essential.

In return bk plus will offer:

• 25 days holiday + bank holidays
• Access to an EAP system
• 24 hour access to GP
• Access to a Green Car Scheme
• 4X death in service

**Please note for a short period the role may involve working from an office in Aldridge before working in Lichfield**

Diversity & Inclusion at bk plus

At bk plus, inclusion and diversity are central to our values. We have an authentic focus on inclusion, enabling our people to feel they can bring their whole self to work and ensuring everyone feels supported, respected and confident to make a valuable contribution to our company and to our clients.