Senior IT Support Technician - 2nd Line & Mentorship

Itchyfeet Recruitment Agency; United Kingdom; On-site; GBP 32,000 - 42,000; Full time

Job summary

Itchyfeet Recruitment Agency is seeking a Senior Technician to deliver high-quality second-line IT support, maintaining clear client communication and ensuring efficient ticket progression to meet service standards.

You will handle complex Level 2 issues, mentor junior colleagues, and contribute to continuous improvement while staying up-to-date with technologies and security fundamentals. A proactive, independent worker with strong organisational skills will thrive here.

Qualifications

• Several years of IT Support experience at Level 1+ capacity.
• Evidence of personal development and a commitment to learning.
• A valid category B Driving licence.
• Knowledge of Microsoft 365, Azure, Active Directory, Intune, MS Office, and Windows 11.
• Understanding of security fundamentals including anti-virus and phishing.
• Excellent troubleshooting and interpersonal skills.
• Strong administrative and time management abilities.
• Clear and transparent communication with clients on ticket resolution.

Responsibilities

• Deliver high-quality 2nd line support to clients.
• Maintain strong communication with clients regarding issues and ticket progress.
• Manage ticket ownership and escalation procedures effectively.
• Undertake complex Level 2 ticket resolution independently.
• Act as a first escalation point for Technicians, escalating to Level 3 as appropriate.
• Provide proactive backup for call answering when needed.
• Support junior staff through coaching and mentoring.
• Ensure documentation and departmental updates are maintained consistently.
• Participate actively in team discussions for continuous improvement.
• Manage personal performance against objectives and service expectations.

Skills

2nd line IT support

Troubleshooting

Interpersonal skills

Time management

Client communication

Tools

Microsoft 365

Azure

Active Directory

Intune

MS Office

Windows 11

Job description

Itchyfeet Recruitment Agency is seeking a Senior Technician to deliver high-quality second-line IT support, maintaining clear client communication and ensuring efficient ticket progression to meet service standards.

You will handle complex Level 2 issues, mentor junior colleagues, and contribute to continuous improvement while staying up-to-date with technologies and security fundamentals. A proactive, independent worker with strong organisational skills will thrive here.