Senior 2nd Line IT Support Specialist – Complex Tech Solver

Community Integrated Care; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Retail discounts

Holiday discounts

Cycle to work scheme

Travel discounts via benefits app

Flexible 4-day or 5-day work pattern

Job summary

Community Integrated Care is seeking a 2nd Line Technical Support Specialist to join our IT team in England. You will escalate and resolve complex IT issues, supporting hardware, software, networking and Microsoft platforms to keep our services running smoothly.

Based in an office environment with a focus on delivering high-quality user support and proactive problem solving, you will mentor 1st Line staff, manage high-priority incidents, and contribute to continuous service improvements.

Qualifications

• Experience in a 1st or 2nd Line Support role within a multi-site environment.
• Degree in Computing, IT or 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

• Act as a key escalation point for complex IT issues across hardware, software, networking and Microsoft platforms.
• Support critical systems and maintain a secure, high-performing IT environment.
• Diagnose and resolve complex hardware, software, network and connectivity issues.
• Mentor 1st Line Support colleagues and manage high-priority incidents.
• Configure and deploy new hardware, user profiles, Microsoft 365 accounts and business apps.
• Support Active Directory, Windows environments, Microsoft 365, Teams and Outlook.
• Investigate recurring issues and implement preventative solutions.
• Maintain accurate IT asset and configuration records.
• Perform system updates, upgrades and configuration changes with minimal disruption.
• Monitor operational trends and produce reports for service improvements.
• Collaborate with external support providers for specialist expertise.
• Support cyber security, compliance and data protection requirements.

Skills

2nd Line Support

Windows troubleshooting

Microsoft 365

Active Directory

Networking

Customer service

Communication

Education

Degree in Computing/IT

Microsoft 365 Fundamentals

ITIL Foundation

Job description

Community Integrated Care is seeking a 2nd Line Technical Support Specialist to join our IT team in England. You will escalate and resolve complex IT issues, supporting hardware, software, networking and Microsoft platforms to keep our services running smoothly.

Based in an office environment with a focus on delivering high-quality user support and proactive problem solving, you will mentor 1st Line staff, manage high-priority incidents, and contribute to continuous service improvements.