2nd Line IT Helpdesk

An exciting opportunity has arisen for an experienced 2nd Line IT Technician to join a growing technology team. This is a varied and rewarding role where you’ll provide advanced IT support, mentor junior engineers, and help shape and improve IT systems.

About the Role

As 2nd Line IT Helpdesk, you’ll act as a key escalation point for technical issues, manage networks and servers, and deliver high-quality support both remotely and onsite. You’ll work closely with colleagues across service desk and technical teams, taking ownership of escalated incidents, leading small projects, and ensuring smooth IT operations across multiple sites.

Key Responsibilities

• Provide advanced 2nd line IT support, troubleshooting and resolving complex issues

• Manage and maintain networks, servers, switches, wireless systems, and backups

• Administer Microsoft 365, Azure, Google Workspace, and Active Directory

• Support MDM platforms (Intune, Jamf) and device management across desktops, laptops, and tablets

• Act as an escalation point for Tier 1/onsite technicians, mentoring and training colleagues

• Maintain documentation, knowledge bases, and accurate records of issues and fixes

• Monitor and improve IT systems performance, identifying recurring issues and solutions

• Work collaboratively with senior engineers to deliver high-quality service within SLAs

Skills & Experience Required

• Proven experience in IT support (1st/2nd line) within multi-site environments

• Strong technical knowledge of Windows 10/11, Windows Server, Microsoft 365, Azure, and Google Workspace

• Experience with Active Directory, Group Policy, DHCP, MFA, and networking fundamentals (DNS, VLANs, switching, routing)

• Confident troubleshooting hardware, cloud platforms, and peripheral devices

• Excellent communication skills with a strong customer service focus

• Organised, proactive, and able to manage multiple priorities under pressure

• Full UK driving licence and access to a vehicle with business insurance

Benefits

• £28,000 salary per annum

• 28 days annual leave (rising to 31 after 5 years) plus bank holidays

• Pension scheme with 10% employer contribution

• Annual performance-related bonus

• Flexible and hybrid working opportunities

• Family-friendly and additional leave policies

• Cycle to Work Scheme and paid mileage

• Rewards platform with nearly 1,000 offers and discounts

• Ongoing professional development and academic sponsorship opportunities

• Free onsite parking

Thank you for your application.

Please note Lawrence Dean Recruitment is acting as an employment agency & business. Due to the high number of applications we receive, we are unable to respond to all applications individually. If you have not been contacted within 7 working days, your application has been unsuccessful on this occasion, but we may contact you about other opportunities in the future.

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