2nd Line Support Technician Moulton Park, Northampton Engineering & IT

dbfb communications; Northampton; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

22 days holiday plus birthday off

NHS Healthcare Top-Up Cash Plan

Death in Service (3 x salary)

Personal development plan

Certified training provided

Job summary

dbfb communications is looking for a 2nd Line Support Technician in Northampton to support and maintain clients' IT, telephony, and connectivity infrastructure. This hybrid role requires excellent troubleshooting and communication skills to assist end users and manage complex issues.

The ideal candidate should have proven experience in technical support, particularly with Microsoft systems and VoIP technologies. Competitive benefits include 22 days of holiday plus a birthday day off and healthcare top-up plan.

Qualifications

• Proven experience as a 2nd Line Support Technician with high performance.
• Strong knowledge of Microsoft operating systems.
• Skilled in cloud, hardware, software, and network issue resolution.

Responsibilities

• Deliver second-line technical assistance for hardware and software issues.
• Tackle escalated IT incidents with first-line support.
• Manage network-related issues including routers and access points.

Skills

Customer Focused

Analytical Thinking

Professional Communication

Adaptability

Detail-Oriented

Education

GCSE Maths & English Language Grade 5 or above

Relevant industry certifications (e.g., CompTIA A+, Microsoft)

Tools

Active Directory

Microsoft Suite

VoIP Systems

Job description

As a 2nd Line Support Technician, you will be integral to the daily support and maintenance of our clients' IT, telephony, and connectivity infrastructure. In this role, you'll provide essential technical support to end users, tackle complex issues across our technology portfolio, and enhance the effectiveness of our support-team.

This is a hybrid role, ideal for a driven IT professional ready to advance their career.

Key tasks:

• Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one‑on‑one mentoring in relation to 1st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to proactively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

What will you bring?

• Customer‑Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer‑Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business‑Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast‑paced, evolving environment.
• Detail‑Oriented: Manages multiple queries simultaneously with strong attention to detail.
• Self‑Motivated: Displays a strong desire to learn and grow.

Experience:

• Proven experience as a 2nd Line Support Technician/Engineer or comparable role, with consistent high performance.
• Skilled in cloud, hardware, software, and network issue resolution.
• Strong knowledge of Microsoft operating systems.
• Experience with Active Directory, Group Policy, and related tasks.
• Experience with VoIP systems, connectivity and AV is advantageous.
• Familiarity with the Microsoft suite, including Admin Centre, Azure, Entra ID and lntune.

Qualifications:

• GCSE Maths & English Language Grade 5 or above (or recognised equivalent qualification)
• Relevant industry certifications (CompTIA A+ and Microsoft MS900, AZ900, MDI 00/I 01 /I 02 preferred)

What is in it for you?

• 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your 2nd year.
• NHS Healthcare Top‑Up Cash Plan (money back on everyday medical expenses)
• Death in Service (3 x salary)
• Personal development plan with dedicated self‑development time.
• Industry recognised certified training will be supplied with a time matched model.
• Hybrid based working is available, subject to performance.

30000 - 35000 DOE

Hours

Between 8am and 6pm (37.5 hours per week)