2nd Line Support

2nd Line Support Technician

Location: Norwich Outskirts

Salary: £30,000 – £36,000 + Pension

Hours: Monday–Friday, 40 hours per week

If you thrive on problem-solving, enjoy variety, and want to progress your technical career within a supportive and people-focused environment, this role is an excellent fit.

We’re partnering with a leading technology and digital services company to hire a motivated and technically strong 2nd Line Support Technician. This is an exciting opportunity to join a fast-growing, values-driven business working on major IT infrastructure projects while delivering outstanding customer service.

About the Role

As a 2nd Line Support Technician, you will play a key role in delivering exceptional client support both remotely and on-site. You’ll work across a wide range of technologies and have the opportunity to take the technical lead on projects, influence long-term client IT strategies, and specialise in chosen areas over time.

You’ll be supporting small to medium-sized business networks, servers, cloud systems, and various IT infrastructure components across diverse industries.

Following a successful probation period, you may work one day per week from home (subject to policy requirements).

Core skills required:

• Strong communication and client-facing ability
• Solid troubleshooting skills across:
• o Router installations & basic firewall setup
• o SSL VPN configuration
• o Acronis backup setup & troubleshooting
• o Network switches
• o Server & monitoring alerts
• o Active Directory / Azure AD
• o Office 365 migrations & management
• o SharePoint deployment
• o Public Wi-Fi
• o UPS & NAS
• o Microsoft Intune
• Ability to write clear technical procedures
• Well organised, responsible, and able to manage assigned tasks
• Strong structured approach to problem solving
• Full UK driving licence (essential)

Nice-to-have:

• 2+ years supporting SMEs within an MSP / outsourced IT provider
• Experience logging time on tickets/ticketing systems

Day-to-Day Responsibilities

• Setting up & supporting SME networks
• Remote & on-site support of PCs and servers (Win10, Win11, 2012–2022)
• Installing business computer systems
• Office 365 installs, maintenance & migrations
• Supporting customer applications
• Microsoft Exchange 2016/2019 administration
• Email account setup & DNS management
• IP phone system administration (web-based)
• Providing technical leadership to shape long-term client IT strategies
• Working with a broad client base across various sectors
• Exposure to new technology tailored to clients’ needs
• Opportunity to specialise and develop niche knowledge areas

You’ll receive:

• Competitive salary + regular reviews
• Free parking at all locations
• Monthly performance awards + annual awards event
• Clear technical & managerial progression opportunities
• Balanced workflow to support mental wellbeing
• 33 days holiday (incl. bank hols), rising to 35 with service
• Flexible working requests considered
• Buy & sell holiday scheme
• Hybrid working
• Short-term sick pay & Income Protection
• Enhanced maternity/paternity packages
• Parental Returners Programme
• Vitality private health insurance
• Aviva Smart Health (GP, nutrition, mental health, etc.)
• Electric car scheme (after 12 months)
• Free flu jabs & fruit
• Confidential life coach access
• Perkbox membership
• Interest-free 12-month loans
• Fully funded social & community events
• Lunch & Learn sessions
• Feedback-driven culture with real influence
• Development plans tailored to your goals

Ready to take the next step in your IT career? Apply today and join a team where your skills and contributions truly make an impact !