2nd Line IT Support Technician

• Respond to and resolve basic and complex technical incidents and service requests from users, ensuring timely and effective solutions.
• Diagnose and troubleshoot hardware, software, network, and system issues, both remotely and on-site as required.
• Install, configure, and maintain IT infrastructure including desktops, laptops, mobile devices, printers, and network equipment.
• Document all resolution activities in the service management system, ensuring accurate and up-to-date records.
• Collaborate with third party vendors and escalate issues when necessary to ensure prompt resolution.
• Assist with the deployment of software updates, patches, and security measures across the organisation.
• Contribute to the development and continual improvement of IT support processes and documentation.
• Participate in IT projects, including system upgrades, rollouts, and migrations as directed by IT management.
• Maintain compliance with organisational policies and procedures, including data protection and information security standards.

Technologies:

• Cisco
• Hardware
• Support
• LAN
• Microsoft 365
• Mobile
• Network
• Security
• VPN
• Windows
• Office 365, We are recruiting for a Second Line IT Support Technician to provide advanced technical assistance to end users and support incidents and service requests escalated from our first line support team. We offer 25 days holiday plus bank holidays, access to an EAP system, 24-hour GP access, a Green Car Scheme, and 4x death in service. Please note that for a short period the role may involve working from our office in Aldridge before working in Lichfield. At bk plus, inclusion and diversity are central to our values, and we are committed to creating a supportive and respectful environment where everyone can bring their whole self to work and make a valuable contribution to our company and clients.

• Proven experience in an IT support role, preferably within a second line or similar capacity.
• Strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
• Experience troubleshooting network issues (LAN, WAN, Wi-Fi, VPN) and basic server administration.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong organisational skills and the ability to prioritise workload effectively.
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are desirable but not essential.