IT Support Technician (2Nd/3Rd Line)

Baltic Recruitment Services Ltd; North Shields; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Company pension scheme

Private health care

Life assurance

Quarterly bonus scheme potential

Job summary

Baltic Recruitment is assisting in the search for an IT Support Technician (2nd/3rd Line) for a global manufacturer. The role focuses on hands-on technical support for client-side devices and software, plus involvement with network infrastructure and virtualization.

You will troubleshoot, configure IT systems, and help improve IT processes across Tier II to Tier III support, while training junior staff and contributing to project-based technology implementations.

Qualifications

• Must have proven experience in a Tier II/III support role.
• Strong knowledge of Active Directory, domain trusts and group policies.
• Proficiency with network troubleshooting and administration, including wireless tech.
• Experience with server log monitoring for proactive maintenance.
• Imaging/desktops and laptops; training will be provided.
• Experience with SharePoint and Microsoft technologies.

Responsibilities

• Provide Tier II/III technical support across departments.
• Perform Tier I and advanced troubleshooting as needed.
• Administer and support Active Directory, domain trusts, SharePoint and network infrastructure.
• Resolve desktop, server, wireless, and network issues to maintain uptime.
• Assist imaging and deployment of devices.
• Collaborate with teams to ensure smooth IT operations and user satisfaction.
• Create and maintain documentation of IT procedures.
• Lead projects to implement new technologies and virtualization.
• Train junior staff on IT processes and tools.
• Manage incidents, service requests, and changes via the helpdesk.

Skills

Tier II/III support

Active Directory

Network troubleshooting

SharePoint

VMware virtualization

Imaging desktops/laptops

Microsoft technologies

Communication skills

Problem solving

Job description

Baltic Recruitment are delighted to be continuing our partnership with OsecoElfab, a global manufacturer specialising in engineered rupture discs and explosion venting solutions for high-hazard industrial environments to assist with their search for a IT Support Technician(2nd/3rd Line).

Overall Purpose:

You will serve as a catalyst for change, driving the implementation of new digital solutions across the organization. In this role, you will take a hands‑on approach to providing technical support for client‑side devices and software, while also having the opportunity to engage with network infrastructure components like switches and servers. By leading projects and fostering user engagement, you will contribute to enhancing user experiences and the overall technological landscape. This role includes a combination of higher-level technical support and basic Tier I responsibilities. The technician will be responsible for troubleshooting, supporting, and configuring various IT systems while ensuring the smooth operation of day‑to‑day IT functions. You will also contribute to the ongoing improvement of IT processes and solutions, handling everything past Tier I up to Tier III for support.

Key Duties:

• Provide Tier II / Tier III technical support across multiple departments.
• Perform both basic Tier I and more advanced troubleshooting to resolve IT‑related issues.
• Administer and support systems, including Active Directory, domain trusts, SharePoint, and network infrastructure.
• Handle desktop, server, wireless, and network‑related issues, ensuring system uptime and performance.
• Assist in imaging and deployment of desktops, laptops, and other devices.
• Collaborate with cross‑functional teams to ensure seamless IT operations and user satisfaction.
• Create and maintain documentation for IT procedures and systems.
• Participate in projects to implement new technologies and improve current systems, including virtualization technologies.
• Train junior staff on IT processes and tools as needed.
• Manage incidents, service requests, and changes using the company's helpdesk system.

Key Requirements:

• Proven experience in a Tier II or Tier III support role.
• Strong knowledge of Active Directory, including domain trusts and group policies.
• Proficiency with network troubleshooting and administration, including wireless technologies.
• Proficiency in server log monitoring to ensure proactive maintenance and troubleshooting.
• Experience in desktop and laptop imaging solutions (no specific tool required, training will be provided).
• Proficiency in managing and supporting Microsoft technologies, including SharePoint.
• Ability to manage multiple priorities, tasks, and incidents while maintaining attention to detail.
• Familiarity with VMware virtualization.
• Excellent communication and problem‑solving skills.

The Package:

• Competitive salary on offer, depending on level of experience.
• 37.5 hours per week, Monday-Friday.
• Company pension scheme.
• Private health care.
• Life assurance.
• Quarterly bonus scheme potential.

Additional benefits