L2 IT Support Technician

Amentum CMSI; Warrington; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading technology services provider is seeking a dynamic Second-Line IT Support Technician in Warrington. You will provide on-site support, ensuring smooth technology operations while delivering exceptional customer service. The ideal candidate will have strong troubleshooting skills and experience with IT ticketing systems, networking, and Microsoft 365. This role is integral in fostering a collaborative team environment and ensuring effective technology solutions.

Qualifications

• Strong problem-solving and troubleshooting abilities.
• Experience with EUC environments and management platforms.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Provide first-line technical support to end-users.
• Diagnose and resolve hardware and software issues.
• Deliver technical training during Tech Bar sessions.

Skills

Problem-solving

Customer service

Technical troubleshooting

Networking knowledge

Microsoft 365 skills

Experience with IT ticketing systems

Tools

Microsoft Teams

Zoom

SCCM

inTune

Active Directory

Microsoft Azure

Job description

At Amentum, we're not just solving problems; we're engineering the future. Our team is driven by an unyielding commitment to innovation, integrity, and collaboration, tackling some of the most significant challenges in science, security, and sustainability. If you're passionate about making a real impact and want to be part of a community that values ethical excellence, this is the place where your ambition can thrive.

About the Opportunity

We are seeking a dynamic and customer-focused Sedond-Line IT Support Technician to join our team at our UK Head Quarters, situated at our Birchwood Park, Warrington campus and comprising approximately seven buildings (the majority of business operations are conducted from a small subset of these offices). The other location is Theale, near Reading.
You will be the local and friendly face of IT, providing essential on-site support to our end-users, ensuring smooth and efficient technology operations. This role requires a proactive individual with excellent problem-solving skills, a passion for customer service, and a willingness to contribute to a collaborative and positive work environment.

Key Responsibilities

• Provide first-line technical support to end-users via ticketing system, drop-ins, and scheduled Tech Bars

• Diagnose and resolve hardware and software issues, including device swap-outs

• Deliver technical training and education to end-users during Tech Bar sessions

• Provide VIP support to key stakeholders.

• Technical Troubleshooting

• End User Compute (EUC), Networking, Applications, Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom)

• Act as local "hands & eyes" support for second and third-line support colleagues and external partners

• Assist with IT security incidents

• Collaborate with the Facilities Management team to maintain on-site service and physical security, e.g. building access control / building management system (BMS)

• Manage stock inventory of IT equipment

• General ticket management, ensuring all tickets are dealt with in a timely and professional manner

• Service Improvement and Collaboration:

Essential Skills and Attributes

• Strong problem-solving and troubleshooting abilities

• Willingness to undertake funded and self-paced training, to enhance skills & experience

• Ability to work independently and as part of a team

• Ability to explain technical concepts to non-technical users

• Ability to work in a fast paced environment

• Experience with IT ticketing systems

• Basic networking knowledge

• Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory)

• Cloud Platform experience, particularly Microsoft Azure

• Strong Microsoft 365 (inc. Office 365) skills and experience

• Experience with Video Conferencing and telephony systems.

Our Culture

Our values are built on a strong foundation of safety, integrity, and respect for every individual. People are at the heart of our mission, and we believe in supporting one another through a culture of care and collaboration.
We strive to create a workplace where everyone feels they belong and can thrive. Supporting mental wellbeing and fostering a sense of connection are essential to how we work.
When we embrace different perspectives and work together, we become more innovative, more agile, and more successful.