2nd Line IT Support Technician — Hybrid Role

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

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.