2nd Line Service Desk Technician

· Provide IT support via phone, email, and ticketing system.

· Troubleshoot and resolve hardware, software, and network issues both remotely and onsite.

· Install, configure, and maintain IT systems, including servers, firewalls, network hardware, VOIP, and end-user devices.

· Support Microsoft 365, Active Directory, Windows Server, and networking solutions.

· Create and maintain knowledge base articles.

· Communicate effectively with clients, internal teams, and third parties.

· Follow processes and complete partner certifications as required.

Due to internal promotions, we are looking for a 2nd Line Service Desk Technician to join our IT. This is a hybrid role combining service desk responsibilities with field-based support, providing hands-on troubleshooting and technical expertise. The ideal candidate will come from an MSP or implementation background.

As this is a people role, your personal attributes such as personality, attitude and drive are key. This is a fantastic opportunity for the right candidate looking for a company who will invest in their growth and development. Joining at a crucial time in the businesses, there are ample opportunities for career progression, upskilling and gaining industry recognised qualifications., · Minimum 2 years' experience in 2nd line service desk or field-based IT support.

· A strong knowledge of Microsoft software products such as Windows and Office 365 products as well as Server OS and Active Directory.

· Strong networking knowledge (DNS, DHCP, VPNs etc)

· Proficient in Unifi, Meraki, Fortinet and similar.

· Proficient in VoIP based telephone systems.

· Excellent verbal and written communication; client-facing and personable.

· Full, clean UK driving license., * Customer service: 2 years (required)

• Technical support: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Willingness to travel:

• 25% (required)

· Free onsite parking

· Company pension and health insurance

· Company workwear

· Paid industry certifications

· Team events

· Career growth opportunities

Working Hours:

You will be predominantly based in our office in Ellesmere Port but will also spend time visiting client sites across the UK, which may include overnight stays during the week.

· Rotational shift pattern (Week 1: 8-4, Week 2: 8-4, Week 3: 9-5, Week 4: 10-6 with OOH)

· Out-of-hours coverage 1 in 4 pattern, with supplementary pay

Salary: £26,000-£30,000 + OOH (£2,200 approx.)

Job Types: Full-time, Permanent

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• On-site parking
• Private dental insurance
• Private medical insurance

We're a fast-paced, ever-evolving MSP based in Ellesmere Port. To our clients we are very much more than just an IT company as we often share common values and personal standards in our everyday work. Our clients rely on us as trusted partners for a variety of services such as connectivity, applications, equipment, security, and disaster planning. We are a people first business, and this shines through in everything we do.