2nd Line IT Technician

Daffodil Group; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive 2nd Line IT Technician to tackle complex technical challenges and ensure clients' IT systems run smoothly. This role involves acting as the escalation point for unresolved support tickets, providing both remote and on-site assistance, and maintaining high service levels. If you're ready to deepen your technical expertise and take on more responsibility, this position offers a dynamic environment where your skills will be valued. Join a team that prioritizes continuous improvement and employee satisfaction, and enjoy a range of perks including free gym membership and extra days off.

Benefits

Free office snacks

1 Week Christmas shutdown

Extra day off for your birthday

20 holiday days + bank hols

On-site parking

Regular team socials

Employee of the month bonus

Use of company vehicle

Cycle to work scheme

Free gym membership

Qualifications

• Proven experience in a 2nd Line or advanced 1st Line IT support role.
• Strong knowledge of Windows and Mac operating systems.
• Experience troubleshooting hardware and software issues.

Responsibilities

• Act as the escalation point for unresolved 1st line support tickets.
• Provide remote and on-site support to end-users.
• Investigate and resolve advanced hardware, software, and network issues.

Skills

Windows Operating System

Mac Operating System

Active Directory

Microsoft 365 Administration

Networking Principles (TCP/IP, DNS, DHCP)

Problem-Solving

Interpersonal Communication

Customer Service

VoIP Systems

ITIL Practices

Education

Relevant IT Certifications (CompTIA A+, Network+)

Tools

Ninja RMM

ConnectWise Manage

ConnectWise Control

Job description

We are looking for a proactive and experienced 2nd Line IT Technician who thrives on solving technical challenges. You’ll be the go-to expert for escalated issues, helping keep our clients’ systems stable, secure and running smoothly.

Job summary

As a 2nd Line IT Technician at Daffodil IT, you’ll be the escalation point for complex technical issues that go beyond 1st line support. You’ll tackle challenging technical problems, deliver on-site support when needed and help ensure our clients’ IT environments are secure, efficient and effective.

Working closely with our IT team, you’ll play a key role in maintaining high service levels and enabling business continuity for our users. If you’re ready to take on more responsibility and deepen your technical expertise, we want to hear from you!

Key responsibilities

• Act as the escalation point for unresolved 1st line support tickets, delivering timely and effective technical resolutions.
• Provide remote and on-site support to end-users across a range of IT systems and services.
• Investigate, diagnose and resolve advanced hardware, software and network issues.
• Configure and deploy desktops, laptops, mobile devices and network equipment.
• Manage user accounts and permissions in Active Directory, Microsoft 365 and other systems.
• Monitor and maintain system performance, backups and security compliance.
• Document fixes, processes and procedures in a clear and structured format.
• Assist in maintaining and improving IT infrastructure, including supporting ongoing IT projects.
• Liaise with 3rd party vendors when required for escalated technical issues.
• Stay current with technological developments and industry trends to support continuous improvement.

What kind of person we are looking for

• Proven experience in a 2nd Line or advanced 1st Line IT support role.
• Strong knowledge of Windows and Mac operating systems, Active Directory and Microsoft 365 administration.
• Solid understanding of networking principles (TCP/IP, DNS, DHCP, firewalls, VPNs).
• Experience with troubleshooting hardware and software issues across multiple environments.
• Experience supporting and maintaining VoIP systems.
• High level of initiative and strong problem-solving capabilities.
• Strong interpersonal and communication skills, both written and verbal.
• Confident in customer-facing situations, with the ability to explain technical issues clearly and professionally.
• Ability to manage and prioritise tasks in a dynamic support environment.
• Full UK driving license and willingness to travel to client sites as required.
• Relevant IT certifications (e.g. CompTIA A+, Network+, Microsoft certifications).
• Experience using Ninja RMM, ConnectWise Manage and Control (or similar tools).
• Experience maintaining or contributing to internal knowledge base documentation.
• Familiarity with ITIL practices or service management frameworks.

What we will offer you

• Free office snacks
• 1 Week Christmas shutdown
• Extra day off for your birthday
• 20 holiday days + bank hols
• On-site parking
• Regular team socials
• Employee of the month bonus
• Use of company vehicle
• Cycle to work scheme
• Regular incentives
• Free gym membership
• Free eye test
• Dress-down Fridays

If you have the skills and experience required for this role, please submit your application with a cover letter and CV. We are an equal opportunity employer and welcome applications from all qualified candidates.

Apply for this position

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Daffodil Group is the parent company of several solution providers. If you are looking for support with an ongoing service, please contact our support team.

• Unit 2, Acres Hill Business Park, Acres Hill Lane,
  Sheffield,
  S9 4LR

Daffodil Group is the parent company of several solution providers. If you are looking for support with an ongoing service, please contact our support team.