2nd Line IT Support Technician

bk plus; Lichfield; On-site; GBP 49,000 - 89,000; Full time

Benefits offered by this job

25 days holiday plus bank holidays

EAP system

24-hour GP access

Green Car Scheme

Death in service 4x

Job summary

bk plus is seeking a Second Line IT Support Technician in the United Kingdom. The role covers advanced technical assistance for end users and escalated incidents from first line support.

You will troubleshoot hardware, software, network and system issues, both remotely and on-site, and maintain IT infrastructure including desktops, laptops, printers, and network gear. As part of a busy IT team, you will deploy software updates, document resolutions, and contribute to process improvements while

Qualifications

• Proven experience in an IT support role, preferably in a second line or similar capacity.
• 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.

Responsibilities

• 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.

Skills

Communication skills

Organisational skills

Customer service

Education

IT certifications (e.g., CompTIA, Microsoft, Cisco)

Tools

Windows OS

Mac OS

Microsoft 365

VPN

LAN/WAN

Cisco hardware

Job description

Salary: £49,000 - 89,000 per year

Requirements

• Proven experience in an IT support role, preferably within a second line or similar capacity.
• 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.

Responsibilities

• 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.

Technologies

• Cisco
• Hardware
• Support
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• VPN
• Windows
• Office 365

More

We are recruiting for a Second Line IT Support Technician to provide advanced technical assistance to end users and support incidents and service requests escalated from our first line support team. We offer 25 days holiday plus bank holidays, access to an EAP system, 24-hour GP access, a Green Car Scheme, and 4x death in service. Please note that for a short period the role may involve working from our office in Aldridge before working in Lichfield. At bk plus, inclusion and diversity are central to our values, and we are committed to creating a supportive and respectful environment where everyone can bring their whole self to work and make a valuable contribution to our company and clients.

last updated 33 week of 2026