2nd Line IT Support Technician: Troubleshoot, Deploy & Support

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

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.