2nd Line Support Technician

Trusted Technology Partnership; Ringwood; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Profit Sharing

Private Medical Insurance

Pension Scheme

22 days annual leave + bank holidays

Birthday leave

Job summary

Trusted Technology Partnership in Ringwood, Hampshire is recruiting a 2nd Line Support Technician. The role offers hybrid working after probation and a salary of £26,000–£30,000 DOE plus profit share and benefits.

You will handle escalations, maintain customer infrastructure, support the 1st Line and progress incidents to resolution while liaising with customers. Training via Microsoft Learn is provided.

Qualifications

• Minimum 2 years in a 2nd Line role with IT support experience.
• Strong troubleshooting and problem‑solving skills.
• Experience in an IT customer service environment.
• Ability to take responsibility for workload and priorities.

Responsibilities

• Receive technical escalations from 1st Line.
• Perform routine maintenance checks on customer infrastructure.
• Support the 1st Line team and share knowledge.
• Progress and close incidents and requests.
• Liaise with internal and external customers.
• Attend on‑job training for systems, hardware and software, including SCCM, Windows 11, Firewalls and Defender.
• Complete role‑specific training through Microsoft Learn.

Skills

2nd Line Support

IT Troubleshooting

Customer Service

Time Management

Communication

ITIL

Microsoft Services

Workload Management

Tools

SCCM

Windows 11

SonicWall

Fortinet

Defender for Endpoint

Job description

2nd Line Support Technician

Location: Ringwood, Hampshire

Salary: £26,000 – £30,000 DOE + Profit Share + Benefits

Hours: 37.5 hours per week; Hybrid home working after successful completion of probation

The Role

• Receive technical escalations from 1st Line.
• Perform routine maintenance checks and updates on customer infrastructure.
• Support the 1st Line team and share knowledge.
• Progress and close incidents and requests.
• Liaise with internal and external customers.
• Attend on‑job training for systems, hardware and software, including Microsoft Endpoint Configuration Manager / System Centre Configuration Manager, Windows 11, SonicWall Firewalls, Fortinet Switches, and Microsoft Defender for Endpoint.
• Complete role‑specific training through Microsoft Learn.

Skills and Experience

• At least 2 years of experience in a 2nd Line role.
• Good knowledge of IT troubleshooting and problem solving.
• Experience within an IT customer service environment.
• Ability to take responsibility for workload.
• Helpful and approachable demeanor.
• Excellent time management skills.
• Good communication skills.
• Working knowledge of ITIL.
• Experience using Microsoft services.

This role is subject to a clear standard DBS check being received.

The Package

• Ongoing training and support.
• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance including Dental.
• Free Parking.
• Hybrid Working.
• Progression opportunities.