2nd Line IT Support Technician

We’re looking for an experienced 2nd Line IT Support Technician to join a technical support team, providing hands-on technical support across multiple education sites in and around Greenwich., You’ll be responsible for resolving escalated support issues, maintaining client environments and ensuring systems, networks and hardware remain fully operational., Provide 2nd Line technical support across multiple client sites. Act as an escalation point for more complex hardware, software and networking issues. Troubleshoot and resolve issues across Windows, Microsoft 365, Azure and Microsoft Server environments. Diagnose and resolve LAN, Wi-Fi and network connectivity issues. Install, configure and maintain servers, workstations, networking equipment and peripherals. Carry out hardware upgrades, preventative maintenance and technical repairs. Configure and deploy new IT equipment and network infrastructure. Troubleshoot and maintain printers and other client hardware. Install and repair network cabling, including replacing cable ends where required. Monitor system performance and proactively identify potential issues. Maintain accurate records through the help desk and ticketing system. Liaise with third-party suppliers and contractors where required. Communicate technical issues and planned maintenance to clients and users. Travel between multiple school/client sites as required. Provide occasional emergency out-of-hours support where the dedicated team is unable to respond.

We’re looking for someone with solid 2nd Line support experience, ideally gained within an MSP / managed services environment., 3-5 years’ IT support experience, ideally within an MSP. Strong 2nd Line troubleshooting and escalation experience. Excellent knowledge of Windows Client and Microsoft Server environments. Strong experience with Microsoft 365 and Azure. Good understanding of wired and wireless networking. Experience troubleshooting hardware, software and network infrastructure. Strong problem-solving and analytical skills. Excellent communication and customer-facing abilities. Good organisation and time-management skills. The ability to work independently and manage multiple priorities. A hands-on and proactive approach to technical support.

Requirements

Full, clean UK driving licence. Ability to obtain an Enhanced DBS Check. Microsoft certifications would be advantageous. Previous MSP experience is highly desirable.