2nd Line Support

This is a 6 Month Fixed term role with option of extension or going permanent.

We are looking for a 2nd Line Support Technician that provides advanced technical support to resolve complex incidents and service requests escalated from 1st Line Support. This role ensures high-quality service delivery, maintains system stability, and contributes to continuous improvement within the IT support function. The role requires accuracy, accountability, and proactive communication to meet SLAs and maintain IT operational excellence. The role is Hybrid but initially requires 4/5 days on side moving to 2.5/3 days onsite.

Key Responsibilities:

Incident Management:
* Troubleshoot and resolve escalated technical issues related to hardware, software, and bespoke systems.
* Take ownership of incidents through to resolution, ensuring timely updates and clear communication with users.
* Escalate issues appropriately when outside of scope, following documented ITSM processes.

Service Requests:
* Handle user requests that require technical expertise or system changes.
* Support software installations, upgrades, and configuration changes.
* Ensure accurate recording of all service requests and related activities in IT systems.

System Support:
* Maintain and monitor key IT systems, ensuring compliance with company policies.
* Perform user account management across Microsoft 365, Jumpcloud, and other platforms.
* Provision and de-provision accounts and equipment for starters, leavers, and role changes.
* Manage security permissions and access control.
* Keep IT asset logs accurate and up to date.

Escalation and Collaboration:
* Collaborate with the IT Support Manager, 3rd Line Engineers, and external vendors to resolve complex issues.
* Assist the IT Support Manager in mentoring team members and sharing knowledge.

Documentation and Reporting:
* Maintain accurate records of work performed in the IT Service Management (ITSM) system.
* Contribute to the IT Knowledgebase, creating and updating technical documentation to support team learning and consistency.

Continuous Improvement:
* Identify recurring issues and suggest process improvements to prevent future occurrences.
* Participate in IT projects, upgrades, and rollouts as required.
* Proactively recommend enhancements to workflows, tools, or procedures.

Skills & Qualifications:

Essential Skills and Experience:
* 2-3 years of proven experience in a 2nd Line or advanced 1st Line IT support role.
Strong knowledge of:
o Windows operating systems
o Microsoft 365 administration (Exchange Online, Teams, SharePoint)
o Active Directory and Group Policy management
o Laptop setup and provisioning of equipment
o Endpoint management and remote support tools
o IT security principles and endpoint protection tools
o Mobile Device Management (eg, Intune, Jumpcloud)

* Strong problem-solving, accuracy, and communication skills.
* Understanding of SLAs and prioritization to ensure tickets are handled efficiently.
* Attention to detail and adherence to IT processes.

Desirable Skills and Knowledge:
* Knowledge of Apple macOS and Linux systems
* SQL/MySQL experience
* Scripting or automation experience
* ITIL Foundation certification or equivalent experience

Full job spec will be given on application

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.