2nd Line Support Technician (SCCM / Intune)
Apogee Corporation
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Benefits offered by this job
Job summary
Apogee Corporation is seeking a 2nd Line Support Technician to play a pivotal role in our support model. You'll work closely with our 1st Line teams while resolving complex issues and aiding infrastructure improvements.
The position requires proactive maintenance and clear documentation to ensure excellent customer service. Flexibility to work from home is available, typically two days a week.
Qualifications
- Proven experience with Microsoft 365 and Azure, including Intune and Entra.
- Strong understanding of End User Compute environments.
- Experience supporting Windows 10 and Windows 11 devices at scale.
Responsibilities
- Acting as an escalation point for technical issues that cannot be resolved by 1st Line support.
- Collaborating closely with 3rd Line teams on complex incidents.
- Supporting and maintaining customer IT infrastructure.
Skills
Tools
Job description
With over 30 years of experience, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations!
With over 30 years of experience, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations!
As a 2nd Line Support Technician, you will be a vital escalation point within our tiered support model. You will work closely with our 1st Line teams and collaborate with the 3rd Line EUC specialists to resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects. This is a hands‑on role where customer experience matters just as much as technical capability. You will help keep IT services running smoothly through proactive maintenance, careful change control, and clear documentation – all while building trusted relationships with public sector stakeholders.
- Acting as an escalation point for technical issues that cannot be resolved by 1st Line support
- Collaborating closely with 3rd Line teams on complex incidents, problem management, and projects
- Supporting and maintaining customer IT infrastructure, including regular patching and software updates
- Following robust change control processes and producing clear, accurate documentation
- Assisting with IT projects such as infrastructure changes, deployments, and client onboarding
- Providing professional support via phone, email, and self‑service portals
- Accurately logging and updating tickets to meet agreed service level agreements (SLAs)
- Participating in an on‑call rota, no more than one week in every four
- Investing in your own development through training, learning, and professional certifications
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.
- Proven experience with Microsoft 365 and Azure, including Intune and Entra
- Strong understanding of End User Compute environments
- Experience supporting Windows 10 and Windows 11 devices at scale
- Confident working in Hybrid Active Directory environments
- A good general understanding of IT security best practice
- Microsoft Endpoint Manager (SCCM), task sequences, application packaging, and device management
- Public sector or large enterprise environments (5,000+ users)
- Microsoft Windows Server technologies – AD, Group Policy, DNS, DHCP, RDS
- Exchange Online and broader Microsoft 365 services
- Networking fundamentals including VLANs, routing, and WiFi
- Familiarity with Sophos, Meraki, or Ubiquiti technologies
We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.
This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.
For this role, you will be required to obtain SC Clearance - which includes a basic criminal record check. See these links for more information National security vetting: clearance levels - GOV.UK and SC - Guidance Pack for Applicants - GOV.UK
- Flexible working options
- 33 days holiday including bank holidays
- Holiday purchase scheme
- Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
- 2 paid days off per year for voluntary work to support our local communities
- Staff Reward Scheme
- Pension scheme
- Life assurance 4 x salary
- Sponsorship for professional development and memberships
- Employee Assistance Programme, including financial wellbeing support
- Mental health first aider support programme
- Cycle2work scheme
- Discounted Gym Membership
- Eye care voucher scheme
- Free flu vaccinations
- Employee social events and recognition activities throughout the year
- HP Employee discount programmes
- Mobile phone discounts
At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do.
We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.
If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.
We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.
Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.
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