Second Line IT Support Technician

entanet; Telford; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Generous holiday allowance

Flexible working arrangements

Office-based role

Job summary

Entanet is seeking a Second Line IT Support Technician in Telford to support the IT system estate, including M365, end-user devices, onboarding/offboarding, and integrations. You will manage the Telford office IT and networking environments and support up to 30 staff, mostly in the office or remote.

The role covers admin of M365, onboarding of CSP/resellers, and deployment of AI self-service tools. Strong Microsoft 365 skills and CSP experience are essential, with ITIL knowledge a plus.

Qualifications

• Strong Microsoft 365 administration and end-user support skills.
• Experience providing service desk IT support functionality.
• Experience of device provisioning, asset management and onboarding/offboarding.
• Experience working with CSP and IT resellers.

Responsibilities

• Provide end-user IT support across hardware, software, M365, connectivity and SaaS applications.
• Maintain the IT asset register, device provisioning and onboarding/offboarding.
• Provide service-desk functionality.
• Maintain the IT Service Desk software (Jira Service Management).
• Administer the M365 tenant and ongoing administration, including security, device management, SSO integrations, Teams, Sharepoint and Exclaimer signatures.
• Deploy and manage Microsoft Copilot and other AI-powered self-service tools to help staff resolve common issues autonomously.
• Manage the AI tooling licence estate (Copilot, Claude and similar) for all Entanet staff.
• Help recruit and nurture an IT apprentice who will help support 1st line activities and the service desk.

Skills

M365 administration

Service desk support

End-user support

Asset management

Onboarding/offboarding

CSP experience

Customer service

Communication

Education

Microsoft 365 Certification

ITIL Foundation

Tools

Jira Service Management

Job description

We are looking for a Second Line IT Support Technician

Location: Telford

Salary: £45,000

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Office Based

The Second Line IT Support Technician provides support across the Entanet IT system estate, including M365, end-user devices, on and off-boarding support, and integrations and basic-level application support. You will be responsible for supporting up to 30 people who are predominately based from the Telford office or remote. You will manage the Telford office IT and networking environments. You will help onboard a Microsoft CSP and reseller for internal IT needs.

Key Responsibilities

• Provide end-user IT support across hardware, software, M365, connectivity and SaaS applications.
• Maintain the IT asset register, device provisioning and onboarding/offboarding.
• Provide service-desk functionality.
• Maintain the IT Service Desk software (Jira Service Management)
• Administer the M365 tenant and ongoing administration, including security, device management, SSO integrations, Teams, Sharepoint and Exclaimer signatures.
• Deploy and manage Microsoft Copilot and other AI-powered self-service tools to help staff resolve common issues autonomously.
• Manage the AI tooling licence estate (Copilot, Claude and similar) for all Entanet staff.
• Help recruit and nurture an IT apprentice who will help support 1st line activities and the service desk.

About You

Experience & Knowledge

• Strong Microsoft 365 administration and end-user support skills.
• Experience providing service desk IT support functionality.
• Experience of device provisioning, asset management and onboarding/offboarding.
• Experience working with CSP and IT resellers.

Skills & Competencies

• Excellent customer-service and communication skills.
• Well-organised, able to manage a varied workload independently.
• Practical problem-solving across hardware, software and connectivity.
• Keen to deploy AI self-service tooling to reduce ticket volume.

It would be great if you have any of the following, but it's not essential:

• Experience standing up an M365 tenant from scratch.
• Experience managing a software/SaaS licence estate.
• Exposure to Microsoft Copilot or comparable AI self-service tools.
• Background supporting a business through separation or rapid change.

Qualifications

• Relevant IT certification (e.g. Microsoft 365, ITIL Foundation) or equivalent experience.
• Right to work in the UK.

What We Offer

• Competitive base salary.
• Generous holiday allowance and flexible working arrangements.
• Supportive, inclusive culture with and cross-functional collaboration.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.