2nd Line IT Support Technician - Helpdesk & Projects

You will work as part of our technical team, providing remote and onsite support to our customers., * Providing 2nd line remote and onsite technical support

• Taking ownership of escalated tickets through to resolution
• Supporting Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive
• Microsoft Entra ID and Intune administration
• Windows 11, Windows Server and Active Directory support
• Troubleshooting networking, Wi-Fi, firewall and VPN issues
• Supporting backup, endpoint security and RMM solutions
• Maintaining accurate ticket notes and customer documentation
• Liaising directly with customers and third-party suppliers

Alongside helpdesk support, you will deliver smaller customer projects such as PC deployments, Microsoft 365 migrations, Intune deployments, office moves, network installations, security improvements and server upgrades.

More complex projects will be delivered alongside our senior technical team, giving you the opportunity to continue developing your skills., It’s a great opportunity for an experienced support technician looking to develop their 2nd line, Microsoft 365, networking and project delivery skills within a growing MSP.

Ideally, you’ll have a minimum 2-3+ years’ experience in an IT support role and be comfortable independently handling 2nd line issues.

Experience with several of the following would be beneficial:

• Microsoft 365
• Entra ID / Azure AD
• Microsoft Intune
• Windows Server & Active Directory
• Networking, DNS, DHCP and VPNs
• Firewalls and Wi-Fi
• Backup and disaster recovery
• Endpoint security
• RMM platforms

Previous experience working for an MSP or IT support company would be particularly advantageous.

We’re looking for someone who takes ownership of problems, communicates well with customers, documents their work properly and enjoys learning new technologies.

Essential Requirements

• Full UK driving licence
• Existing full right to work in the UK
• Ability to travel to customer sites when required
• Previous professional IT support experience

Pulled from the full job description

• Sick pay
• Free parking
• Company pension

Tech-Wales is a Managed IT Service Provider supporting businesses across the UK. This is a varied role combining 2nd line helpdesk support with the delivery of smaller IT projects, ideal for someone who enjoys troubleshooting but also wants to take ownership of installations, migrations and customer projects.