Technician 2

Allscreens Nationwide Ltd; Heanor; On-site; GBP 29,000 - 33,000; Full time

Job summary

Allscreens Nationwide Ltd. is seeking a Technician 2 (2nd Line Support-Onsite) in Heanor. The role supports business leaders, handles incidents, and delivers IT services onsite with a focus on customer satisfaction.

You will manage device imaging, IMAC tasks, and use ITSM tools to track requests. Required are proven IT desktop support experience, familiarity with Windows Office, O365 and Google Suite, and the ability to work on-site with a valid driving license as needed.

Qualifications

• Previous experience in IT Desktop Service environments.
• Strong communication and customer service skills.
• Able to work on-site and travel if required.

Responsibilities

• Provide second-line IT support to users, remotely or on-site.
• Manage incidents and requests via the ITSM system (BMC Remedy).
• Imaging devices and performing IMAC tasks as needed.
• Coordinate small teams for basic work packages following process.
• Document work completed to ensure compliance with procedures.
• Escalate issues per process and ensure customer demands are met.
• Deliver excellent customer service to internal and external customers.
• Adapt quickly to dynamic team environments and support client missions.

Skills

Customer service

IT support

Windows Office

O365

Google Suite

Tools

BMC Remedy

Job description

Join a leading independent technology and services provider as a 2nd Line Support - On-site.

Job Overview

Role: Technician 2 (2nd Line Support-Onsite)

Location: Heanor

Contract: 07-Sep-2026 to 30-Aug-2027

Pay Rates

PAYE Basic Rate: £14.90/hour

Hours: 37.5 hours a week. Monday - Friday.

Time: 9:00 AM - 5:30 PM

Key Responsibilities

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.
• Perform a range of technical work activities either remotely or at the customer site to meet business and customer requirements, including device imaging, IMAC support.
• Knowledge of standard software: Windows Office, O365, Google Suite
• Manage incidents and request tickets via an assigned queue in the customer's ITSM system (BMC Remedy)
• Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
• Document and reports on work completed to ensure compliance with Company and Customer Procedures.
• Escalate issues in line with company processes to ensure customer demands are met and evaluate escalations and action appropriately to ensure customer demands are met.
• Provide customer service to internal and external customers to ensure a consistent experience.
• Ability to adapt quickly to dynamic team environments to maintain consistent, effective contribution.
• Embrace and support the client's mission and core values.
• Able to follow instructions and procedures
• Proven experience in an IT Desktop Service environment.
• Uses information systems, technology functions and applications in line with IT industry standards as appropriate for the role
• Demonstrates an organised approach to work.
• Demonstrates customer service abilities
• Good interpersonal skills, basic literacy and numeracy skills
• Demonstrates awareness of health and safety at work.
• Able to meet the physical requirements of the usual and customary methods of performing the job functions, including: a variety of standing, sitting, and walking throughout the day; lifting of up to 50 pounds.
• A valid driving licence is required as the role may require some travel.