2nd Line Support Partner

Home Group Limited; Newcastle upon Tyne; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A supportive technology-driven company in Newcastle upon Tyne seeks a technical support specialist to troubleshoot networks and provide IT support for Microsoft 365 services. This role involves working in a hybrid model and supporting colleagues with your expertise. The ideal candidate should have strong troubleshooting skills and a commitment to continuous improvement. Enjoy a health cash plan, generous holiday policies, and opportunities for professional growth in a role that makes a real difference.

Benefits

Health cash plan

Paid volunteering days

Matching pension contributions

Employee discounts

Family-friendly policies

Qualifications

• Ability to explain technical concepts clearly to non-technical colleagues.
• Strong troubleshooting capabilities across various Microsoft services.
• Commitment to continuous learning and improvement in tech.

Responsibilities

• Troubleshoot Meraki and Cisco networks and VPNs.
• Support and automate M365 stack using PowerShell.
• Document fixes and contribute to problem management.
• Coordinate suppliers for project installations.

Skills

Excellent communication skills

Strong troubleshooting skills with Intune and Azure AD

Problem-solving experience in a Service Desk environment

Experience with Meraki/Cisco networking

Continuous improvement mindset

Education

Microsoft Fundamentals certification (AZ-900, SC-900, etc.)

Tools

LogicMonitor

M365 stack

Job description

Responsibilities

• Troubleshoot Meraki and Cisco networks, VPN and Wi‑Fi using LogicMonitor.
• Support the M365 stack – Intune, Azure AD, Teams, SharePoint and Exchange – and automate with PowerShell.
• Own escalations from 1st line and resolve complex incidents fast.
• Document fixes and knowledge base articles, feeding insights into problem management and improvements.
• Deliver office projects, install kit and coordinate suppliers for openings and closures.
• Provision and configure devices at scale using Intune and Autopilot.

Why join us

Be part of a team that loves tech and loves helping people. We’ll back your growth with a wide range of development and career directions open to you. Many of our colleagues have moved from 2nd line into 3rd line roles. Enjoy flexibility, great benefits, and work that feels good because it matters. Be part of one of the UK’s top 10 Great Places to Work!

Make the switch to a role where what you do really matters. Tired of fixing the same old problems? Here’s your chance to work with the latest tech, own issues end‑to‑end and help colleagues deliver life‑changing services. Join a not‑for‑profit where every fix supports something bigger – and where your skills make a real difference.

Qualifications

• Excellent communication skills to explain tech clearly to all colleagues.
• Strong troubleshooting skills with Intune, Azure AD, M365, Teams, SharePoint and Exchange, plus networking (Meraki/Cisco) and monitoring tools like LogicMonitor.
• Problem‑solving experience within a Service Desk environment that operates within an ITIL framework.
• A Microsoft Fundamentals certification such as AZ‑900, SC‑900, AB‑900 or MS‑900, and MD‑102 (Endpoint Administrator) or willingness to work towards it.
• A continuous improvement mindset and enthusiasm for learning new tech.

Work arrangements

• You’ll work Monday to Friday.
• We work a 7.5‑hour working day between the hours of 7 am to 5:30 pm.
• We work a hybrid pattern with 2 days in our central Newcastle upon Tyne office per week on average.
• You need to be able to drive, as you’ll use a company van for site visits.
• Occasionally a site visit could involve travel and an overnight stay.

What’s in it for you?

• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more.
• 2 paid volunteering days each year.
• Matching pension contribution (up to 7% and life insurance of 3× basic salary).
• 800+ discounts on shops, holidays, days out, tech and more.
• Family‑friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support.