2nd Line IT Support Technician

Client Support:

• Answer support calls and provide 1st-line help as needed.
• Take ownership of 2nd line tickets and escalations.
• Provide remote and on-site support to a variety of clients.
• Build strong, trust-based client relationships.

Technical Expertise:

• Administer and support Microsoft 365, including user management, migrations, Intune, Entra, and Defender.
• Troubleshoot and maintain Windows Server environments, including Active Directory, DNS, and Group Policy.
• Support and maintain network infrastructure, including VLANs, firewalls, Meraki, and Ubiquiti devices.
• Ensure reliable backup and disaster recovery solutions are in place.

Projects and Growth:

• Assist with IT projects, including migrations, SharePoint implementations, and infrastructure upgrades.
• Document fixes, processes, and best practices for the knowledge base.
• Mentor Apprentices and Junior Technicians, supporting their professional development.
• Progress towards 3rd line responsibilities as skills develop.

• Minimum 2 years of MSP experience.
• Strong knowledge of Microsoft 365, Windows Server, and networking.
• Experience with PSA and RMM tools, including HaloPSA and Datto RMM.
• Microsoft or CompTIA certifications (A+, Network+, Security+, etc.).
• Full UK driving licence.

Desirable:

• Knowledge of Azure, Meraki, and Ubiquiti devices.

Personal Attributes:

• Proactive and adaptable with a strong client focus.
• Excellent communication skills, able to explain technical issues clearly.
• Well organised with the ability to manage multiple priorities.
• A collaborative team player willing to contribute wherever needed.

• Salary up to £36,500 depending on experience.
• Clear progression path to 3rd-line responsibilities.
• 31 days holiday, including bank holidays, with 2 extra days after 2 years.
• Training, certification support, and development opportunities.
• Bonus schemes and access to modern productivity tools, including ChatGPT Pro.
• A friendly and supportive working environment with no corporate bureaucracy.
• Fully air-conditioned offices with countryside views and free parking., This is an office-based role with occasional on-site client visits, typically 1 - 2 times per week. Some out-of-hours work may be required for tasks that cannot be completed during business hours.

Our client is a well-established Managed Service Provider (MSP) supporting small and medium-sized businesses across West and North Yorkshire. They pride themselves on delivering reliable, secure IT services and building strong client relationships through excellent customer service.