IT Support Engineer - 2nd Line Support

Mackenzie Jones; Rickmansworth; On-site; GBP 26,000 - 38,000; Full time

Job summary

Mackenzie Jones Limited is seeking a 2nd Line IT Support Technician for an education environment in Rickmansworth, Buckinghamshire. The role involves providing on-site IT support across Microsoft 365, infrastructure and end-user computing, with a focus on reliability and security.

You will work closely with an IT Manager, handling incidents, contributing to IT projects and ensuring 40-hour weeks on-site, with rota coverage. Immediate start preferred.

Qualifications

• 2nd Line IT Support responsibilities including troubleshooting hardware, software, networking & infrastructure to root-cause resolution.
• Strong administration across Microsoft 365 suite including Intune, Exchange Online, SharePoint and MS Teams.
• User administration and security best practices within Microsoft Entra ID/Active Directory.

Responsibilities

• Provide 2nd line IT support across school IT infrastructure and end-user computing.
• Take ownership of incidents, document work, and assist with IT projects to improve reliability and security.

Skills

Troubleshooting

Customer support

Microsoft 365 administration

Tools

Microsoft 365

Intune

Exchange Online

SharePoint

MS Teams

Active Directory

Entra ID

Hyper-V

Windows Server

DNS

DHCP

Job description

Rickmansworth, South East Buckinghamshire - Full-Time Onsite - Monday to Friday.

Education Sector Experience Preferred - Current or Previous Experience

Must be Eligible to work in the UK

Start Date - Immediate Start

2nd Line IT Support Technician

to provide IT Support, Administration, Maintenance & Troubleshooting across Microsoft 365, IT Infrastructure, Networking & End-User Computing within an established school environment. Work closely with a hands-on IT Manager, will take ownership of technical incidents, support infrastructure improvements, assist with IT projects & contribute to the ongoing reliability, security & performance of the school's IT systems.

Technical Skills Required:

• 2nd Line IT Support: Troubleshooting Hardware, Software, Networking & Infrastructure issues through to root-cause resolution.
• Microsoft 365: Strong Administration across Microsoft 365, Intune, Exchange Online, SharePoint, MS Teams & associated Microsoft Applications.
• Microsoft Entra ID / Active Directory: User Administration, identity & access management, security groups, permissions, authentication & Group Policy.
• Microsoft Intune / Endpoint Management: Experience with device enrolment, configuration profiles, application deployment, compliance policies & endpoint management desirable.
• Windows Server: Administration, maintenance & troubleshooting of Windows Server environments, including Active Directory, Group Policy, file & print services.
• Virtualisation: Ideally have experience supporting Microsoft Hyper-V virtualised environments.
• Networking: Hands-on troubleshooting of LAN, Wi-Fi, Network Connectivity, switches, Wireless Access Points, TCP/IP, DNS & DHCP.
• IT Security: Supporting endpoint security, access controls, system updates, patch management & IT security best practices.
• Helpdesk & Incident Management: Managing and prioritising IT Support requests, troubleshooting incidents, maintaining technical documentation & ensuring timely resolution.
• End-User Computing: Supporting Windows 10/11, Laptops, Desktops, Printers, Peripherals & associated IT equipment.
• Audio/Visual Equipment: Supporting interactive displays, projectors, classroom technology & associated AV systems.
• Additional IT Support: Supporting IP Telephony, CCTV, Access Control Systems & associated IT equipment.
• Excellent communication skills, strong problem-solving ability, attention to detail and a proactive, customer-focused approach.

Working Hours:

Full-Time Onsite - Monday to Friday - 40 hours per week, year-round, with working hours arranged on an IT team rota covering 8.00am to 4.30pm.

Some flexibility may be required to support IT Infrastructure upgrades, maintenance & projects outside normal school hours.

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