2nd Line Support

The 2nd Line Support Technician will join the Customer Service Team providing remote and on-site support to primarily the clients Bedfordshire Client Portfolio. You will report directly to the 2nd Line Team Leader who works within the Customer Operations group. You will be required to work on the Help-desk as well as working on specific projects and tasks defined with you by the Management Team. In addition to supporting this regional portfolio, this team supports a small number of VIP clients.

You will be part of a small and extremely focused help-desk comprising of three 1st Line engineers and the 2nd line engineers. There is an extremely broad range of infrastructures supported, with some being entirely bespoke on-site solutions to fully cloud environments that leverage Azure Active Directory and M365. As such a background in Managed Services will be highly beneficial.

Technical Skills

  • Network Troubleshooting (Hardware & Topology, TCP/IP)
  • Understanding of Client/Server Applications
  • Microsoft SQL Server Installation and Configuration
  • Basic T-SQL query writing desirable
  • Desktop OS Installations & configuration
  • Hardware troubleshooting
  • Excellent understanding of desktop environments, including support for Windows 8 to Windows 10, MS Office 2013 to 365
  • Microsoft Office 365 administration & Management
  • Microsoft Active Directory Domain Services
  • Azure Active Directory
  • Azure Multi-factor Authentication
  • Microsoft Teams
  • One Drive for Business
  • Intune Administration
  • Windows Server Administration incl. GPO/DHCP/VLAN
  • AWS

General Skills & Experience

  • Minimum 4 years commercial experience in an IT support role or similar
  • Good understanding of the culture of Small Medium Enterprises
  • Strong customer care and client facing skills
  • Excellent verbal and written communications skills
  • Excellent telephone manner
  • Proven problem solving skills
  • Solid Time management skills
  • Must have desire and ability to develop new skills on the job
  • Strong team focus and ability to work with and without direct supervision
  • Ability to convey technical solutions to non-technical people
  • Strong ability to deliver tasks within strict deadlines
  • Experience in a Managed IT environment an advantage

Desirable Certifications

  • Microsoft 365 Certified: Enterprise Administrator Expert
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • MCSA: Server 2016
  • Mimecast Certified Product Professional


  • Mature attitude towards working in a professional environment
  • Ability to work both within a team and be self-motivated
  • Logical approach to challenges
  • Able to manage multiple tasks effectively and deliver within specified time frames
  • Highly technical but customer focused

To apply please send your CV to soniab@justit.co.uk for an initial telephone interview and further information on the role.

Reference code: JR158