IT Support Technician Level 2

We are looking for an experienced IT Support Technician (Level 2) to provide advanced technical support to our end users and act as an escalation point for the 1st Line Service Desk. This is a hands on role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently while collaborating closely with the Service Desk Manager and wider IT Operations teams. You will take ownership of complex incidents, support end user devices, and play an active role in maintaining high service standards across the organisation., * Provide high quality 2nd line IT support, acting as an escalation point for 1st Line and taking ownership of incidents to resolution

• Troubleshoot and support Windows 11, Microsoft 365, Azure AD, business applications and virtual desktop environments
• Support and deploy end user hardware including laptops, peripherals, meeting room technology and mobile devices (via Intune/MDM)
• Maintain accurate ticketing, asset and access records, ensuring security, compliance and SLA adherence
• Work closely with the Service Desk Manager, 1st Line colleagues and 3rd Line teams to improve service delivery
• Provide guidance, mentoring and knowledge sharing to support users and the wider Service Desk
• Identify recurring issues and contribute to service, system and process improvements

• Proven experience in a 2nd Line IT Support or similar technical role
• Strong knowledge of Windows 11, Microsoft 365 and Azure AD
• Experience managing users and access within Active Directory
• Understanding of networking fundamentals (LAN/WAN, Wi Fi, DNS, DHCP, TCP/IP)
• Experience supporting end?user hardware and Microsoft cloud services
• Experience with MDM, ideally Microsoft Intune / Endpoint Manager
• Excellent communication and organisational skills
• Ability to translate technical issues into clear, user friendly language
• Proactive approach with strong ownership and prioritisation skills

Desirable:

• Microsoft certifications (MS-900, MD-102, AZ-900)
• ITIL Foundation certification
• PowerShell scripting experience

Personal Attributes

• Customer focused and professional
• Calm under pressure with strong problem solving skills
• Highly organised with excellent attention to detail
• Able to work independently while collaborating within a team
• Proactive, reliable and eager to continuously improve