2nd Line IT Technician – Hybrid/Remote Options

Protect Line Ltd; England; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Enhanced Family Leave

Flexible Time Off

Birthday leave

Pension scheme

Charity Day

Remote Working

Refer & Earn

Eye care vouchers

Company events

Job summary

Protect Line Ltd. Bournemouth IT team is seeking an IT Second Line Technician to own escalated issues and support both cloud and on‑premise infrastructure.

You will manage Microsoft 365 environments, Active Directory/Entra access, and hardware/software troubleshooting to ensure smooth daily operations for colleagues. The role emphasizes proactive problem solving, working in a busy IT team, and contributing to security enhancements and IT projects.

Qualifications

• ,

Responsibilities

• Act as the primary escalation point for technical incidents and service requests from the 1st Line Support team.
• Diagnose and resolve complex hardware, software, networking and cloud‑based issues across the business.
• Take ownership of support tickets through to resolution, ensuring excellent communication and adherence to service levels.
• Manage and support Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, Teams, licensing and security settings.
• Administer Active Directory, Entra and identity management systems to ensure secure and efficient user access.
• Support user lifecycle processes, including onboarding, internal moves and offboarding.
• Assist with the management of business‑critical systems, including CRM platforms and telephony solutions.
• Support endpoint management, device deployments, patching and IT asset management.
• Help strengthen our security posture through the implementation and monitoring of security controls such as MFA, Conditional Access and endpoint protection.
• Create technical documentation and knowledge articles while supporting the development of 1st Line colleagues.
• Participate in IT projects including upgrades, migrations, rollouts and continuous improvement initiatives.
• Provision, configure and maintain laptops, desktops, peripherals and wider office technology.

Skills

Windows 10/11

Windows Server

Microsoft 365

Active Directory

Entra

Networking basics

Troubleshooting

Ticketing SLAs

Communication skills

Onboarding/offboarding

IT security basics

Tools

Exchange Online

SharePoint

OneDrive

Teams

Licensing

Microsoft Intune

Azure

Job description

Protect Line Ltd. Bournemouth IT team is seeking an IT Second Line Technician to own escalated issues and support both cloud and on‑premise infrastructure.

You will manage Microsoft 365 environments, Active Directory/Entra access, and hardware/software troubleshooting to ensure smooth daily operations for colleagues. The role emphasizes proactive problem solving, working in a busy IT team, and contributing to security enhancements and IT projects.