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# 2nd Line Technical Support - Infrastructure

- **Company:** The Scc
- **Location:** Birmingham, UK (Remote available)
- **Salary:** £30,000.0 - £38,000.0
- **Contract:** Permanent contract
- **Skills:** Active Directory, Microsoft Online Services, Cloud Computing, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Basics, Routing, TCP/IP, VMware VSphere, Firewalls (Computer Science), Information Technology
- **Published:** August 7, 2026
- **Apply:** https://www.careerjet.co.uk/job/gbcee66903ab958e9253dbf306a2fa081f/eaa

## About the Role

* Strong troubleshooting and analytical skills.
 * Experience supporting Microsoft server and cloud technologies.
 * Good understanding of Active Directory, DNS, DHCP and Group Policy.
 * Knowledge of Microsoft 365 services including Exchange Online, Teams and Entra ID.
 * Working knowledge of VMware vSphere and other virtualisation platforms.
 * Understanding of networking fundamentals including TCP/IP, routing and firewalls.
 * Ability to prioritise workloads and manage competing demands.
 * Strong written and verbal communication skills.
 * Ability to work independently and take ownership of issues.
 * Customer-focused approach with a commitment to service excellence.

## Description

Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working), To deliver 2nd line technical support for core infrastructure systems, ensuring stability, secu-rity, and optimal performance across the organisation's IT environment. The role involves receiving, triaging and troubleshooting incidents escalated from the Service Desk, and re-solving issues within agreed SLAs wherever possible. Escalate unresolved or complex inci-dents to 3rd line support with clear technical analysis, diagnostics and remediation actions already completed., * Triage, prioritise and manage incidents and service requests escalated from the Service Desk.

 * Troubleshoot and resolve infrastructure issues across supported technologies.
 * Investigate incidents to identify root causes and implement fixes where appropriate.
 * Take ownership of incidents through to resolution or escalation.
 * Escalate complex issues to Technical Specialists / 3rd Line with appropriate technical documentation.
 * Perform routine infrastructure administration and maintenance activities.
 * Create and maintain technical documentation and knowledge articles.
 * Support infrastructure changes, upgrades and service improvement initiatives.
 * Work with vendors and internal teams to resolve technical issues.
 * Contribute to problem management and continual service improvement activities.


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