2nd Line IT Support Technician

Get Staffed Online Recruitment Limited; Ilkley; On-site; GBP 32,000 - 39,000; Full time

Job summary

A managed service provider in Ilkley is seeking a skilled IT professional for a 2nd line support role. The position offers the chance to work collaboratively, with responsibilities including handling escalated tickets and providing excellent customer service. Candidates should have a minimum of 2 years of experience and be knowledgeable in Microsoft 365, Windows Server, and networking. Opportunities for professional growth and training are provided, as well as a benefits package including salary up to £38,500.

Benefits

Salary up to £38,500

31 days holiday

Training support

Friendly working environment

Free parking

Qualifications

• Minimum 2 years of MSP experience.
• Strong knowledge of Microsoft 365, Windows Server, and networking.
• Experience with PSA and RMM tools such as HaloPSA and Datto RMM.

Responsibilities

• Answer support calls and provide 1st line help when needed.
• Take ownership of 2nd line tickets and escalations.
• Provide remote and on-site support to a variety of clients.
• Assist with IT projects such as migrations and infrastructure upgrades.

Skills

MSP experience

Knowledge of Microsoft 365

Networking

Customer focus

Communication skills

Education

CompTIA A+

CompTIA Network+

CompTIA Security+

Tools

HaloPSA

Datto RMM

Microsoft 365

Job description

Overview

Our client is a well-established Managed Service Provider (MSP) supporting small and medium-sized businesses across West and North Yorkshire. They pride themselves on delivering reliable, secure IT services and building strong client relationships through excellent customer service.

This is an excellent opportunity for a skilled IT professional to join a supportive and collaborative team. The role is primarily 2nd line support, with responsibility for escalated tickets, advanced troubleshooting, and assisting with projects. Flexibility is important, as the successful candidate will also answer phones and handle 1st line calls when required. Over time, the role offers clear opportunities to develop 3rd line skills and take on more complex technical responsibilities.

Key Responsibilities

• Client Support:
• Answer support calls and provide 1st line help when needed.
• Take ownership of 2nd line tickets and escalations.
• Provide remote and on-site support to a variety of clients.
• Build strong, trust-based client relationships.
• Technical Expertise:
• Administer and support Microsoft 365, including user management, migrations, Intune, Entra, and Defender.
• Troubleshoot and maintain Windows Server environments, including Active Directory, DNS, and Group Policy.
• Support and maintain network infrastructure, including VLANs, firewalls, Meraki, and Ubiquiti devices.
• Ensure reliable backup and disaster recovery solutions are in place.
• Projects and Growth:
• Assist with IT projects such as migrations, SharePoint implementations, and infrastructure upgrades.
• Document fixes, processes, and best practices for the knowledge base.
• Mentor Apprentices and Junior Technicians, supporting their professional development.
• Progress towards 3rd line responsibilities as skills develop.

Skills and Experience

Essential:

• Minimum 2 years of MSP experience.
• Strong knowledge of Microsoft 365, Windows Server, and networking.
• Experience with PSA and RMM tools such as HaloPSA and Datto RMM.
• Full UK driving licence.

Desirable:

• Microsoft or CompTIA certifications (A+, Network+, Security+, etc.).
• Knowledge of Azure, Meraki, and Ubiquiti devices.

Personal Attributes:

• Proactive and adaptable with a strong client focus.
• Excellent communication skills, able to explain technical issues clearly.
• Well organised with the ability to manage multiple priorities.
• A collaborative team player willing to contribute wherever needed.

Why Apply?

This is more than just a job. It is an opportunity to join a supportive team where contributions are valued, and professional growth is encouraged.

Benefits Include

• Salary up to £38,500 depending on experience.
• Clear progression path into 3rd line responsibilities.
• 31 days holiday, including bank holidays, with 2 extra days after 2 years.
• Training, certification support, and development opportunities.
• Bonus schemes and access to modern productivity tools, including ChatGPT Pro.
• A friendly and supportive working environment with no corporate bureaucracy.
• Fully air-conditioned offices with countryside views and free parking.

Working Conditions

This is an office-based role with occasional on-site client visits, typically 1-2 times per week. Some out-of-hours work may be required for tasks that cannot be completed during business hours.

Hours: Monday to Friday from 8:00am - 4:30pm or 9:00am - 5:30pm on alternating weeks.