2nd Line Technical Support Specialist

Community Integrated Care; Liverpool; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible hours

Retail discounts

Holiday discounts

Cycle to work

Travel discounts

Online training platform

Employee assistance program

Career development

Job summary

Community Integrated Care is seeking a skilled 2nd Line Technical Support Specialist to join our IT team, based near Widnes. You will provide escalation support across hardware, software, networking, and Microsoft platforms to keep colleagues equipped with reliable tools.

You will diagnose complex issues, mentor 1st Line colleagues, manage high-priority incidents, deploy hardware and Microsoft 365 accounts, and contribute to security and data protection across the charity.

Qualifications

• Experience in a 1st or 2nd Line Support role within a multi-site environment.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365, Outlook, Teams and Office applications.
• Understanding of computer networking principles and troubleshooting.
• Experience using IT Service Management / Helpdesk systems.
• Knowledge of PC hardware installation, maintenance and configuration.
• Experience using remote support tools.
• Ability to diagnose and resolve technical issues efficiently and effectively. Degree in Computing, IT or a related discipline, or equivalent practical experience.
• Microsoft 365 Fundamentals Certification.
• ITIL Foundation qualification (or willingness to work towards). Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Organised and able to manage multiple priorities.
• Customer-focused with a proactive approach.
• Collaborative team player who can also work independently.
• Willingness to learn and embrace new technologies.

Responsibilities

• Diagnosing and resolving complex hardware, software, network and connectivity issues.
• Acting as an escalation point for 1st Line Support colleagues, providing technical expertise and mentoring.
• Managing and resolving high-priority incidents while delivering excellent customer service.
• Configuring and deploying new hardware, user profiles, Microsoft 365 accounts and business applications.
• Supporting Active Directory, Windows environments, Microsoft 365, Teams and Outlook.
• Investigating recurring technical issues, identifying root causes and implementing preventative solutions.
• Maintaining accurate IT asset and configuration records.
• Performing system updates, upgrades and configuration changes with minimal disruption.
• Monitoring operational trends and producing reports to support service improvements.
• Working with external support providers where specialist expertise is required.
• Supporting the organisation's cyber security, compliance and data protection requirements.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

Helpdesk/ITSM

Customer service

Escalation/mentoring

Education

Degree in Computing/IT or related field

ITIL Foundation Certification

Microsoft 365 Fundamentals Certification

Tools

Remote support tools

Job description

At Community Integrated Care, technology plays a vital role in helping us deliver exceptional support services across England and Scotland. We're looking for a skilled and customer-focused 2nd Line Technical Support Specialist to join our IT team and help ensure our colleagues have the tools, systems and support they need to deliver life-changing work every day. This is an exciting opportunity for an experienced IT professional who thrives on solving complex technical challenges, supporting users, and driving continuous improvement across a national organisation. This is an office based role so the successful candidate will be based within an hours commute of our head office in Widnes. What is The Deal for you?

• Flexibility! You can work your full-time hours over 4 days and enjoy a long weekend or work over 5 days to accommodate your other commitments.
• Benefits: Retail discounts, holiday discounts, cycle to work scheme and travel discounts through our benefits app.
• Best Lives Possible: You'll be working for an award winning charity who is passionate about ensuring our colleagues and the people we support lead the best lives bolder
• Development: We'll work with you to develop your career or to learn and experience new things. We're passionate about developing our people!
• Dare to Learn: Access to our amazing online training platform where you can upskill taking a variety of courses and qualifications.
• Support: From our Employee Assistance Programme (available 24/7), financial support options, and wellbeing fund you'll have the support available to lead an easier (financial) life.

Who you'll be supporting & more about the role:

As our 2nd Line Technical Support Specialist, you'll act as a key escalation point for complex IT issues, providing expert technical support across hardware, software, networking and Microsoft platforms. You'll work closely with colleagues across the charity, supporting critical systems and helping to maintain a secure, reliable, and high-performing IT environment.

• Diagnosing and resolving complex hardware, software, network and connectivity issues.
• Acting as an escalation point for 1st Line Support colleagues, providing technical expertise and mentoring.
• Managing and resolving high-priority incidents while delivering excellent customer service.
• Configuring and deploying new hardware, user profiles, Microsoft 365 accounts and business applications.
• Supporting Active Directory, Windows environments, Microsoft 365, Teams and Outlook.
• Investigating recurring technical issues, identifying root causes and implementing preventative solutions.
• Maintaining accurate IT asset and configuration records.
• Performing system updates, upgrades and configuration changes with minimal disruption.
• Monitoring operational trends and producing reports to support service improvements.
• Working with external support providers where specialist expertise is required.
• Supporting the organisation's cyber security, compliance and data protection requirements.

Essential Experience & Knowledge

• Previous experience in a 1st or 2nd Line Support role within a multi-site environment.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365, Outlook, Teams and Office applications.
• Understanding of computer networking principles and troubleshooting.
• Experience using IT Service Management / Helpdesk systems.
• Knowledge of PC hardware installation, maintenance and configuration.
• Experience using remote support tools.
• Ability to diagnose and resolve technical issues efficiently and effectively. Degree in Computing, IT or a related discipline, or equivalent practical experience.
• Microsoft 365 Fundamentals Certification.
• ITIL Foundation qualification (or willingness to work towards). Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Organised and able to manage multiple priorities.
• Customer-focused with a proactive approach.
• Collaborative team player who can also work independently.
• Willingness to learn and embrace new technologies.

We're one of the UK's largest and most successful social care charities, committed to delivering exceptional support for people with care and support needs.

By joining our team, you'll benefit from:

• A meaningful role where your work directly supports frontline services.
• Opportunities to develop your technical skills and career.
• Access to a wide range of learning and development opportunities.
• Flexible and supportive working arrangements.
• A values-led culture where people are encouraged to bring their best selves to work.
• Competitive salary and comprehensive benefits package.
• Make Technology Matter

We're really proud to be a Hive HR Employee Voice Certified organisation, a recognition that confirms our commitment to creating a culture where our colleagues are not only encouraged to share their thoughts, but where this feedback is actively sought and acted upon to drive positive change at every level. In our 2025 Colleague Engagement Survey, 59% (nearly 3,800) of our people shared their feedback and insights, giving us an incredible Employee Net Promoter Score of +34. The Employee Net Promoter Score is a measure of how willing our colleagues are to recommend us as a good place to work to their loved ones - and a score of +34 is considered a Very Good score when compared to global benchmarks set by hundreds of other organisations.