2nd Line Support Engineer

Nextech Group; Lancaster; On-site; GBP 29,000 - GBP 34,000; Full time

Job summary

A leading IT solutions provider in Lancaster is looking for a 2nd Line IT Support Technician to handle escalated support tickets and work collaboratively with 1st Line support teams. The ideal candidate will have 2-4 years' experience in IT support and excellent technical knowledge in Windows Server and Microsoft 365. This role offers opportunities for technical progression and a supportive team environment. A clean driving license is preferred due to some site visits.

Benefits

Technical progression

Continuous learning and certifications

Supportive team environment

Qualifications

• 2-4 years' experience in IT support or managed services.
• Strong technical grounding in Windows Server and Microsoft 365.
• Clean driving license and access to own transport preferred.

Responsibilities

• Handle escalated support tickets and perform detailed troubleshooting.
• Provide remote and onsite support to business clients.
• Support networking, server, cloud services, backups and security tooling.
• Perform root cause analysis and implement durable fixes.
• Work with 1st Line to improve resolution speed and knowledge sharing.
• Help maintain documentation of systems and processes.

Skills

Windows Server

Microsoft 365

Networking

End-user systems

Remote support tools

Ticketing systems

Problem-solving

Job description

Overview

Role: 2nd Line IT Support Technician; Salary: £29,000 - £34,000; Location: Lancaster; Industry: IT Solutions; Required: UK Driving License and car.

Role Overview

We're recruiting a 2nd Line IT Support Technician to take ownership of more complex support issues, work collaboratively with 1st Line and deliver technical resolution across client systems in cloud, on-prem and hybrid environments.

Responsibilities

• Handle escalated support tickets and perform detailed troubleshooting
• Provide remote and occasional onsite support to business clients
• Support networking, server, cloud services, backups and security tooling
• Perform root cause analysis and implement durable fixes
• Work with 1st Line to improve resolution speed and knowledge sharing
• Help maintain documentation of systems, configurations and processes

Skills & Experience

• Typically 2-4 years' experience in IT support or managed services
• Strong technical grounding in Windows Server, Microsoft 365, networking and end-user systems
• Experience with remote support tools and ticketing systems
• Problem-solver who can work independently and as part of a team
• Clean driving licence and access to own transport preferred (some site visits)

Benefits

• Technical progression and exposure to varied business IT environments
• Encouragement of continuous learning and certifications
• Supportive team with proactive, plain-speaking culture