Senior 2nd Line IT Support Specialist (4-Day Week)

Community Integrated Care; Liverpool; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Flexible hours

Retail discounts

Holiday discounts

Cycle to work

Travel discounts

Online training platform

Employee assistance program

Career development

Job summary

Community Integrated Care is seeking a skilled 2nd Line Technical Support Specialist to join our IT team, based near Widnes. You will provide escalation support across hardware, software, networking, and Microsoft platforms to keep colleagues equipped with reliable tools.

You will diagnose complex issues, mentor 1st Line colleagues, manage high-priority incidents, deploy hardware and Microsoft 365 accounts, and contribute to security and data protection across the charity.

Qualifications

• Experience in a 1st or 2nd Line Support role within a multi-site environment.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365, Outlook, Teams and Office applications.
• Understanding of computer networking principles and troubleshooting.
• Experience using IT Service Management / Helpdesk systems.
• Knowledge of PC hardware installation, maintenance and configuration.
• Experience using remote support tools.
• Ability to diagnose and resolve technical issues efficiently and effectively. Degree in Computing, IT or a related discipline, or equivalent practical experience.
• Microsoft 365 Fundamentals Certification.
• ITIL Foundation qualification (or willingness to work towards). Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving abilities.
• Organised and able to manage multiple priorities.
• Customer-focused with a proactive approach.
• Collaborative team player who can also work independently.
• Willingness to learn and embrace new technologies.

Responsibilities

• Diagnosing and resolving complex hardware, software, network and connectivity issues.
• Acting as an escalation point for 1st Line Support colleagues, providing technical expertise and mentoring.
• Managing and resolving high-priority incidents while delivering excellent customer service.
• Configuring and deploying new hardware, user profiles, Microsoft 365 accounts and business applications.
• Supporting Active Directory, Windows environments, Microsoft 365, Teams and Outlook.
• Investigating recurring technical issues, identifying root causes and implementing preventative solutions.
• Maintaining accurate IT asset and configuration records.
• Performing system updates, upgrades and configuration changes with minimal disruption.
• Monitoring operational trends and producing reports to support service improvements.
• Working with external support providers where specialist expertise is required.
• Supporting the organisation's cyber security, compliance and data protection requirements.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

Helpdesk/ITSM

Customer service

Escalation/mentoring

Education

Degree in Computing/IT or related field

ITIL Foundation Certification

Microsoft 365 Fundamentals Certification

Tools

Remote support tools

Job description

Community Integrated Care is seeking a skilled 2nd Line Technical Support Specialist to join our IT team, based near Widnes. You will provide escalation support across hardware, software, networking, and Microsoft platforms to keep colleagues equipped with reliable tools.

You will diagnose complex issues, mentor 1st Line colleagues, manage high-priority incidents, deploy hardware and Microsoft 365 accounts, and contribute to security and data protection across the charity.