2nd Line IT Support Technician

bk plus; Lichfield; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

EAP system

GP access 24 hours

Green Car Scheme

Death in service

Job summary

bk plus is seeking a Second Line IT Support Technician to provide advanced technical assistance to end users, resolving incidents and service requests escalated from the first line support team. You will diagnose issues across hardware, software, and networks and install and maintain IT infrastructure.

The role requires solid IT knowledge, strong problem-solving abilities, and the capacity to work under pressure to maintain high levels of customer satisfaction.

Qualifications

• Excellent communication and interpersonal skills for non-technical users.
• Solid knowledge of Windows and/or Mac operating systems and Microsoft 365.
• Experience diagnosing hardware, software, and network issues, onsite or remotely.
• Ability to prioritise workload and document resolutions clearly.

Responsibilities

• Respond to and resolve incidents and service requests from users.
• Diagnose and troubleshoot hardware, software, and network issues.
• Install, configure, and maintain IT infrastructure including devices and printers.
• Document all activities in the service management system and keep records up to date.
• Collaborate with third party vendors and escalate when necessary.

Skills

Communication skills

Organisational skills

Problem solving

Education

IT certifications (CompTIA, Microsoft, Cisco) optional

Tools

Windows

Mac OS

Microsoft 365

Networking (LAN/WAN/Wi‑Fi/VPN)

Server administration

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 **escalate** 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:

• Access to an EAP system
• 24 hour access to GP
• Access to a Green Car Scheme
• 4X death in service

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.