IT 2nd LINE SUPPORT

Mj Quinn Integrated Services Ltd; Liverpool; On-site; GBP 27,000; Full time

Job summary

A UK-based infrastructure services provider seeks an experienced IT 2nd Line Support specialist. The role focuses on delivering IT support for in-house teams, solving incidents and problems escalated from 1st Line Support. Candidates should have 2–3 years of relevant experience, strong knowledge of Microsoft products, and a full UK driving license. This full-time position offers a salary of £27,000 and includes various benefits.

Benefits

2x death in service benefit

Healthcare plan

Cycle scheme

Company contribution pension scheme

Enhanced maternity and paternity

Qualifications

• Experience troubleshooting Outlook/Office 365 in a network environment.
• Advanced understanding of PC hardware.
• Basic knowledge of network infrastructure.
• Strong knowledge of Windows 10/11.
• Strong knowledge of Azure and 365 Platform.
• Basic knowledge of Dynamics 365.
• Minimum 2–3 years in an IT support role.

Responsibilities

• Provide coordination for IT support requests.
• Ensure timely ticket closures.
• Own SLA/KPI performance.
• Provide 1st and 2nd-line support.
• Build and deploy end-user devices.
• Monitor and maintain on-premises servers.
• Collaborate with team members.
• Escalate to 3rd-line support.
• Provide training to staff.

Skills

Troubleshooting Outlook/Office 365

PC hardware set-up and configuration

Network infrastructure knowledge

Microsoft operating systems

Microsoft Azure

Dynamics 365

IT support experience

Job description

ABOUT MJ QUINN

MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management.

Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer‑centric approach ensures efficient, reliable service delivery while maintaining our focus on building long‑term, sustainable solutions.

At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

Our Core Values

• People‑Focused: We prioritise the well‑being, growth, and success of our team and partners.
• Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
• Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
• Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

DEPARTMENT OVERVIEW

The MJ Quinn Technology and Services Department supports over 3,000 people across our platforms, workforce, and locations. The Department has complete ownership of our Microsoft modern workplace solutions combined with Microsoft Dynamics.

JOB OBJECTIVE

The primary objective of the IT 2nd Line Support role is to be involved in all aspects of IT support for our in‑house teams with a primary focus on incidents and problems escalated from the 1st Line Support team. This role requires working within a team and using personal initiative, and may involve travel to multiple locations.

KEY ROLES AND RESPONSIBILITIES

• Provide first‑point coordination for IT support requests by phone, email, ticket, and on various MJQ sites.
• Provide IT support and ensure timely ticket closures.
• Own SLA/KPI performance.
• Provide 1st‑line support for Microsoft Office solutions and hardware issues.
• Provide 2nd‑line support for Microsoft Office solutions, Azure services, hardware issues, and network infrastructure issues.
• Build and deploy end‑user compute devices, network infrastructure devices such as switches, printers, and access points.
• Monitor and maintain on‑premises servers.
• Collaborate with team members to deliver IT support services.
• Escalate incidents/problems to 3rd‑line support.
• Contribute to the development of MJQ’s working culture, reputation, and values.
• Process regular reports from the ITSM solution and Azure for trend analysis and problem identification.
• Provide training and support to 1st‑line IT staff and end‑users on Microsoft products and IT best practices.

PERSON SPECIFICATION

• Experience troubleshooting Outlook/Office 365 within a network environment (permissions, calendar sharing, and delegation).
• Advanced understanding of PC hardware set‑up and configuration.
• Basic knowledge of network infrastructure hardware and topologies.
• Strong knowledge of Microsoft‑based operating systems with emphasis on Windows desktop technologies (Windows 10/11).
• Strong knowledge of Microsoft Azure and 365 Platform, including Entra ID, Endpoint, Compliance, Conditional Access, Enterprise Apps, App Registration, and SSO integrations.
• Basic knowledge of Dynamics 365.
• Minimum 2–3 years of experience in an IT support role, focusing on Microsoft products.
• Full UK driving licence with no more than 6 penalty points.

TERMS AND CONDITIONS

• Working Conditions: Full time, office based.
• Department: IT
• Reports to: IT Manager
• Hours of work: 09:00 am – 17:00 pm, Monday to Friday.
• Rate of pay: £27,000.
• Work location: Knowsley.
• Travel requirements: Local.
• Holiday entitlement: 6.6 weeks per annum, inclusive of bank holidays and company shutdowns.
• Benefits: 2 x death in service benefit, healthcare plan, cycle scheme, company contribution pension scheme, enhanced maternity and paternity.

DIVERSITY STATEMENT

MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & maternity, race, religion or belief, sex, or sexual orientation.

MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.