2nd Line Support

Salary: £45,000 - 70,000 per year

Requirements

• Full UK driving licence
• Clear, professional communication and a customer-focused approach
• Strong organisational skills with the ability to manage multiple priorities
• Proactive mindset with a drive to research and resolve technical issues
• Ability to stay calm, positive, and solutions-oriented under pressure
• Experience working to SLAs and maintaining high-quality documentation
• Empathetic and professional in all customer interactions
• Collaborative team player who shares knowledge and supports others
• Adaptable, reliable, and committed to continuous learning
• Able to meet deadlines and adjust to changing priorities

Responsibilities

• Manage our workload in the CRM, keeping tickets updated and progressing within SLAs
• Log incidents and service requests accurately with clear descriptions and correct severity levels
• Deliver technical support to diagnose and resolve customer issues efficiently and professionally
• Maintain high standards of customer service in every interaction
• Meet performance expectations in line with defined KPIs
• Build strong customer relationships as a trusted and knowledgeable point of contact
• Work collaboratively with colleagues to deliver seamless, high-quality service
• Take ownership of development by engaging in training and staying current with new technologies
• Travel to customer sites when required, following company travel policies
• Create, maintain, and improve internal and customer documentation
• Support incoming calls as needed, ensuring timely and professional responses
• Carry out additional tasks

Technologies

• Cloud
• CRM
• Support
• macOS
• Microsoft 365
• Security
• Windows
• Office 365

More

We are recruiting for an IT Managed Services Second Line Technician based in Swindon on a full-time, shift-based schedule, Monday to Friday, 08:00 to 18:00. This role places you at the heart of our support operation, helping customers keep their technology running smoothly across Windows, macOS, servers, Microsoft 365, networking, security tools, and cloud services. You will handle a varied mix of remote and occasional on-site support, taking full ownership of your tickets and delivering solutions with confidence, clarity, and care. We offer a competitive salary and the opportunity to work in a fast-paced environment where every day brings something new, with scope to grow your skills and make a real impact.

last updated 27 week of 2026