Line 2 IT Support Technician

Amentum; Aston-on-Trent; On-site; GBP 21,000; Full time

Job summary

A leading IT support company is seeking a dynamic Second-Line IT Support Technician to provide essential on-site support at their UK headquarters. The role requires a proactive individual with excellent problem-solving skills and a passion for customer service. You will collaborate with teams to ensure smooth technology operations and deliver technical training to end-users. This role offers an engaging work environment with competitive benefits and opportunities for professional development.

Benefits

Free single medical cover and digital GP service

Enhanced parental leave pay

Reimbursement for professional development

Qualifications

• Ability to work independently and as part of a team.
• Professional and presentable demeanor.
• Able to work well under pressure.

Responsibilities

• Provide first-line technical support to end-users.
• Diagnose and resolve hardware and software issues.
• Manage stock inventory of IT equipment.

Skills

Excellent customer service and communication skills

Strong problem-solving and troubleshooting abilities

Ability to explain technical concepts to non-technical users

Experience with IT ticketing systems

Basic networking knowledge

Strong Microsoft 365 skills and experience

Tools

Microsoft Azure

SCCM

Active Directory

Job description

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

• General End-User IT Support
• 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:
• Proactively suggest and implement service improvements
• Participate in the Business Relationship Management function

Qualifications

• Excellent customer service and communication skills
• Strong problem-solving and troubleshooting abilities
• A "can-do" attitude and a positive, enthusiastic approach
• Willingness to undertake funded and self-paced training, to enhance skills & experience
• Ability to work independently and as part of a team
• Professional and presentable demeanor
• Ability to explain technical concepts to non-technical users
• Ability to work in a fast paced environment
• Ability to work well under pressure
• A fun and engaging attitude
• 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.

£20,790 per year (estimated)

We are 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.

We embrace challenges with confidence and are dedicated to creating a secure and vibrant future for all. We’ll inspire and empower you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow.

Benefits

• Free single medical cover and digital GP service for UK employees.
• Family‑friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programmes.
• Reimbursement towards relevant professional development and memberships.
• Competitive package to retain and attract the best talent.
• Work‑life balance and flexibility with hybrid, part‑time and flexible working hours, patterns and locations to suit you and our business.