2nd Line ICT Support Technician

We're looking for an enthusiastic and customer-focused ICT 2nd Line Support Technician to join our ICT team. You'll play a key role in supporting our Service Desk, resolving technical issues, and managing ICT assets across their lifecycle. Working closely with colleagues and stakeholders, you'll ensure smooth day-to-day operations while delivering excellent customer service and technical support., Service Desk & Support

• Diagnose and resolve incidents, ensuring timely and effective solutions
• Log all incidents in the ICT Service Desk system
• Escalate urgent and security-related incidents appropriately
• Keep users informed on progress and resolution

Asset & Systems Management

• Manage ICT assets from procurement through to disposal
• Ensure all devices meet organisational "gold build" standards
• Maintain accurate asset records and relationships
• Support purchasing processes, including placing and tracking orders

Technical Administration

• Maintain Active Directory structure, users, and permissions
• Manage licensing assignments for users and devices
• Configure and deploy laptops, desktops, and mobile devices
• Support network hardware (routers, switches, wireless access points)
• Assist with telephony systems and data handling

General Duties

• Deliver high standards of customer service and communication
• Maintain confidentiality at all times
• Undertake training and occasional out-of-hours work
• Travel across the UK when required

Essential Skills & Attributes

• Strong problem-solving skills and ability to work under pressure
• Excellent communication and customer service skills
• Good time management and ability to prioritise workload
• Friendly, collaborative, and proactive approach
• Willingness to learn and develop professionally

Desirable Technical Knowledge

• Windows 11 and Chromebook environments
• Microsoft Active Directory & Entra ID
• Microsoft 365 and Exchange Online
• VPN technologies (e.g. SonicWall)
• Networking (routers, Wi-Fi, broadband technologies)
• Android device management
• VOIP telephony systems
• Printers, scanners, and MFDs

Desirable Experience

• 18+ months in a Service Desk environment
• Experience with ITSM systems (e.g. Vivantio)
• Asset management tools (e.g. ManageEngine Endpoint Central)
• Working within project environments (e.g. PRINCE2)
• MDM and application support

Our vision is to create a future where learning disabled people can live the best life possible. We achieve this by coming together to campaign for positive change, provide personalised support, and create solutions that empower independent living.