2nd Line Support Partner

Home Group; Newcastle upon Tyne; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Health cash plan

Volunteer days

Pension & life insurance

Discounts

Family policies

Job summary

Home Group in Newcastle upon Tyne is looking for an IT Service Desk professional to support the Microsoft 365 stack, configure devices at scale, and own incidents end to end.

You will join a team that values clear communication, strong troubleshooting skills, and the delivery of reliable tech services in a hybrid work setting. The role offers a 7.5 hour day and a focus on service quality.

Qualifications

• Experience in IT service management and incident handling within an ITIL framework.
• Ability to explain tech clearly to colleagues with strong written and verbal communication.
• Experience with Microsoft 365 technologies including Intune, Entra ID, Teams and Exchange.
• Familiarity with networking equipment such as Meraki, Cisco; problem-solving in a service desk context.

Responsibilities

• Support the Microsoft 365 stack including Intune, Entra ID, Teams and Exchange, and automate routine tasks with PowerShell
• Provision and configure devices at scale using Intune and Autopilot.
• Own escalations from 1st line, managing incidents through to resolution and delivering a great experience for colleagues.
• Troubleshoot Meraki and Cisco networks, VPN and Wi‑Fi, using monitoring and diagnostic tools and coordinating with suppliers where needed to restore service
• Document fixes and knowledge base articles, feeding insights into problem management and improvements.
• Deliver office projects, install kit, coordinate suppliers and represent IS on-site during office openings, closures and support activities.

Skills

Excellent communication

Troubleshooting

Microsoft 365 stack

Intune

Education

ITIL Foundation

Microsoft Fundamentals (SC-900/AZ-900)

Tools

Halo ITSM

Intune

Autopilot

Meraki

Cisco VPN

Job description

• Salary £29,236 per year plus a health cash plan!

• Salary £29,236 per year plus a health cash plan!

Home, a place where you belong

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, work within established processes and controls and help colleagues deliver life-changing services.

What You’ll Do

• Support the Microsoft 365 stack including Intune, Entra ID, Teams and Exchange, and automate routine tasks with PowerShell
• Provision and configure devices at scale using Intune and Autopilot.
• Own escalations from 1st line, managing incidents through to resolution and delivering a great experience for colleagues.
• Troubleshoot Meraki and Cisco networks, VPN and Wi‑Fi, using monitoring and diagnostic tools and coordinating with suppliers where needed to restore service
• Document fixes and knowledge base articles, feeding insights into problem management and improvements.
• Deliver office projects, install kit, coordinate suppliers and represent IS on-site during office openings, closures and support activities.

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 Great Places to Work!

You have

• Excellent communication skills to explain tech clearly to all colleagues.
• Strong troubleshooting skills across Microsoft 365 technologies including Intune, Entra ID, Teams and Exchange, alongside networking technologies such as Meraki and Cisco.
• Experience working with IT service management platforms such as Halo ITSM or similar tools for incident, request and asset management
• Problem-solving experience within a Service Desk environment that operates within an ITIL framework, ideally within a medium or large organisation where security, governance and established processes are important.
• ITIL Foundation, Microsoft Fundamentals certifications (SC-900 or AZ-900) and MD-102 Endpoint Administrator are desirable. You'll be supported to achieve ITIL Foundation and a Microsoft Fundamentals certification during probation and work towards MD-102 thereafter
• A continuous improvement mindset, enthusiasm for learning new technologies and an understanding that how we deliver solutions is just as important as the solution itself

Stronger together. We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

The practical bits

• You’ll work Monday to Friday.
• We work a 7.5 hour working day between the hours of 7am 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.
• We can’t offer a CoS for this role

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 3x basic salary)
• 800+ discounts on shops, holidays, days out, tech and more
• Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support