IT Support Technician Level 2

ExamWorks Investigation Services Limited; Bolton; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

ExamWorks Investigation Services Limited is seeking an IT Support Technician (Level 2) to provide hands-on technical support to our end users in Horwich. The role involves owning complex incidents, supporting Windows 11, Microsoft 365, Azure AD, Intune/MDM and end-user devices, with strong emphasis on service quality and security.

You will work with the Service Desk and IT Operations teams to resolve issues, document tickets accurately, and share knowledge to improve service delivery.

Qualifications

• Proven experience in a 2nd Line IT Support or similar technical role.
• Strong knowledge of Windows 11, Microsoft 365 and Azure AD.
• Experience managing users and access within Active Directory.
• Understanding of networking fundamentals (LAN/WAN, Wi Fi, DNS, DHCP, TCP/IP).
• Experience supporting end-user hardware and Microsoft cloud services.
• Experience with MDM, ideally Microsoft Intune / Endpoint Manager.
• Excellent communication and organisational skills.
• Ability to translate technical issues into clear, user friendly language.
• Proactive approach with strong ownership and prioritisation skills.
• Microsoft certifications (MS-900, MD-102, AZ-900)
• ITIL Foundation certification
• PowerShell scripting experience

Responsibilities

• Provide high quality 2nd line IT support, acting as an escalation point for 1st Line and taking ownership of incidents to resolution
• Troubleshoot and support Windows 11, Microsoft 365, Azure AD, business applications and virtual desktop environments
• Support and deploy end user hardware including laptops, peripherals, meeting room technology and mobile devices (via Intune/MDM)
• Maintain accurate ticketing, asset and access records, ensuring security, compliance and SLA adherence
• Work closely with the Service Desk Manager, 1st Line colleagues and 3rd Line teams to improve service delivery
• Provide guidance, mentoring and knowledge sharing to support users and the wider Service Desk
• Identify recurring issues and contribute to service, system and process improvements

Skills

2nd line support

Windows 11

Microsoft 365

Azure AD

Active Directory

Networking basics

MDM

Intune

Communication

Organisation

Problem solving

Ownership

Prioritisation

Customer service

PowerShell

Tools

MS Certifications

Job description

IT Support Technician – Level 2

Location: Office Based in Horwich Bolton BL6 6QQ. Contract: Full-time, permanent Department: IT Operations On Call required as part of the role

The Role

We are looking for an experienced IT Support Technician (Level 2) to provide advanced technical support to our end users and act as an escalation point for the 1st Line Service Desk. This is a hands on role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently while collaborating closely with Service Desk Manager and wider IT Operations teams. You will take ownership of complex incidents, support end user devices, and play an active role in maintaining high service standards across the organisation.

Key Responsibilities

• Provide high quality 2nd line IT support, acting as an escalation point for 1st Line and taking ownership of incidents to resolution
• Troubleshoot and support Windows 11, Microsoft 365, Azure AD, business applications and virtual desktop environments
• Support and deploy end user hardware including laptops, peripherals, meeting room technology and mobile devices (via Intune/MDM)
• Maintain accurate ticketing, asset and access records, ensuring security, compliance and SLA adherence
• Work closely with the Service Desk Manager, 1st Line colleagues and 3rd Line teams to improve service delivery
• Provide guidance, mentoring and knowledge sharing to support users and the wider Service Desk
• Identify recurring issues and contribute to service, system and process improvements

Skills & Experience Required

Essential:

• Proven experience in a 2nd Line IT Support or similar technical role
• Strong knowledge of Windows 11, Microsoft 365 and Azure AD
• Experience managing users and access within Active Directory
• Understanding of networking fundamentals (LAN/WAN, Wi Fi, DNS, DHCP, TCP/IP)
• Experience supporting end?user hardware and Microsoft cloud services
• Experience with MDM, ideally Microsoft Intune / Endpoint Manager
• Excellent communication and organisational skills
• Ability to translate technical issues into clear, user friendly language
• Proactive approach with strong ownership and prioritisation skills

Desirable:

• Microsoft certifications (MS-900, MD-102, AZ-900)
• ITIL Foundation certification
• PowerShell scripting experience

Personal Attributes

• Customer focused and professional
• Calm under pressure with strong problem solving skills
• Highly organised with excellent attention to detail
• Able to work independently while collaborating within a team
• Proactive, reliable and eager to continuously improve

BH1165

IND2