IT Support Administrator - Second Tier

• Act as the escalation point for incidents and service requests that Tier 1 cannot resolve, taking ownership through to resolution within agreed SLAs.
• Diagnose and resolve hardware, software, and network issues on Windows 10/11 desktops and laptops, printers, and peripherals, with supporting knowledge of Windows Server environments.
• Administer user accounts, groups, and permissions in Active Directory and Entra ID (Azure AD), including starters, leavers, and access changes.
• Support and troubleshoot the Microsoft 365 suite, including Exchange Online, Teams, SharePoint, and OneDrive.
• Build, image, and deploy devices using Intune / Autopilot / SCCM, and maintain accurate asset records.
• Manage and prioritise tickets in the service desk system, keeping users informed and documentation up to date.
• Escalate complex issues to Tier 3 / infrastructure teams or external vendors with clear, well-documented handovers.
• Create and maintain knowledge base articles and contribute to coaching Tier 1 colleagues. Control patching, endpoint security tasks, Firewall and routine maintenance under the direction of senior engineers.
• Support meeting-room AV equipment and provide hands-on assistance for office moves, events, and VIP users
• This role may require you to be on-call for one week a month during out of business hours.

• 2+ years in an IT support role, with at least 1 year at second line / Tier 2 level (or equivalent demonstrable experience).
• Strong troubleshooting skills across Windows 10/11 in a corporate domain environment. Hands-on experience administering Active Directory (users, groups, GPO basics) and Microsoft 365.
• Solid grasp of networking fundamentals: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience working with a ticketing system and within SLA-driven processes. Excellent customer service and communication skills - able to explain technical issues clearly to non-technical colleagues.
• Strong documentation habits and a methodical approach to incident management. A genuine interest in cyber security and a desire to develop towards a blended security admin role, with at least basic cyber security knowledge.
• Able to work on-site five days a week at Evesham office.

Pulled from the full job description

• Flexitime
• Annual leave
• Employee discount
• Free parking
• Company pension
• Casual dress
• Health & wellbeing programme, The escalation point beyond first line, owning complex incidents across our Microsoft environment (Windows, Microsoft 365, Active Directory). You’ll have real scope to grow-including the chance to specialise in cyber security administration on our IT infrastructure estate, with training and mentoring provided.

Perks of the job

• Flexible hours to suit both you and the business
• 31 days holiday (including bank holidays) bookable in hours, making it super flexible for you
• The option to buy and sell annual leave to suit your personal needs
• £200 per year Wellbeing Allowance
• Access to our online platform for e-learning resources, hundreds of retail discounts, cycle to work scheme and car scheme
• Fancy a new bathroom? We offer attractive staff discount to you and your family!
• Of course, we offer all the good stuff like life assurance, pension scheme, training, and free onsite parking!
• Free fruit onsite for employees, delivered weekly!, All applicants must be eligible to work in the UK and employment is subject to a satisfactory DBS check.

Job Types: Full-time, Permanent

Work Location: In person

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Health & wellbeing programme
• On-site parking

Online Home Retail is the home of Plumbworld.co.uk - one of the UK’s largest exclusively online retailers of bathroom and kitchen products. With warehousing based in Evesham, Worcestershire, Plumbworld has been trading online since 1999, serving over a million public and trade customers.

Our people make us who we are. We want you to enjoy and challenge yourself, build a career and teach us what we don’t know. Our plans are ambitious, and we’re looking for people who want to join us for the ride - our growth will be your growth.