IT Support Technician 2nd Line

This position is ideal for an experienced engineer looking to move beyond routine helpdesk work. You’ll take ownership of escalated technical issues, work closely with our Service Desk team to resolve incidents efficiently, and deliver infrastructure improvements for our clients.

Working within a small, highly collaborative team, you’ll have exposure to a wide variety of technologies including Microsoft 365, Azure, Windows Server, networking, virtualisation and cybersecurity solutions. Alongside day-to-day support, you’ll contribute to customer projects, migrations and service improvements.

Key Responsibilities

• Resolve escalated 2nd line support incidents across a wide range of customer environments.
• Diagnose and resolve complex issues involving Microsoft 365, Windows Server, networking, virtualisation and cloud platforms.
• Manage technical investigations through to resolution while maintaining excellent communication with clients.
• Configure, maintain and troubleshoot servers, networking equipment and business-critical infrastructure.
• Deliver customer projects including server deployments, Microsoft 365 migrations, Azure implementations and infrastructure upgrades.
• Install, configure and maintain desktops, laptops and supporting hardware where required.
• Work alongside the rest of the iZan team to provide technical guidance and assist with escalations.
• Produce and maintain high-quality technical documentation.
• Identify recurring issues and recommend long-term improvements to customer environments.
• Assist with developing internal systems, processes and automation to improve service delivery.
• Support and mentor junior engineers, sharing knowledge and encouraging technical development., We’re building a business where engineers are trusted, supported and encouraged to develop. You’ll work with modern technologies, be involved in interesting infrastructure projects and have the opportunity to make a genuine impact on both our customers and the future direction of the business.

• Previous experience working within a Managed Service Provider (MSP) environment.
• Strong troubleshooting and analytical skills with the ability to investigate complex technical problems.
• Excellent customer service and communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• A proactive approach with a genuine interest in developing new technical skills.
• Full UK driving licence and access to a vehicle for occasional customer site visits.

Technical Experience:

We’re looking for experience with a number of the following technologies:

• Microsoft 365 administration
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Windows 11 and Windows Server 2016+
• Hyper-V and virtualisation technologies
• Microsoft Azure
• Active Directory and Group Policy
• Networking including VLANs, VPNs, DNS and DHCP
• Backup and disaster recovery solutions
• Remote monitoring and management platforms
• Helpdesk systems (Halo PSA experience would be benefical)
• Cybersecurity best practices and Microsoft security technologies

Pulled from the full job description

• Annual leave
• Free parking
• On-site parking, What We Offer:
• 40-hour working week (Monday-Friday)
• Competitive salary based on experience
• Genuine career progression as the business continues to grow
• Regular training and professional development
• Exposure to a broad range of modern Microsoft and cloud technologies
• Involvement in infrastructure and migration projects
• Birthday leave as an additional paid holiday
• Free on-site parking
• Friendly, supportive team environment where your ideas are valued

No recruitment agencies, please.

Pay: £26,500.00-£31,000.00 per year

At iZan Business Solutions, we help businesses get the most from their IT by delivering reliable, secure and proactive managed IT services. We support organisations across the East Midlands and throughout the UK, building long-term partnerships by providing exceptional service and practical technical expertise.

As our client base continues to grow, we’re looking for an experienced 2nd Line IT Support Technician who enjoys solving complex technical challenges and wants to play an active role in developing both our clients’ environments and our internal systems.