2nd Line IT Support Technician

Salary: £22,000 - 30,000 per year

Requirements

• Full UK driving licence and access to a reliable vehicle.
• Ideally 3–4 years hands-on IT support experience.
• Strong experience supporting Windows desktop and laptop environments.
• Good working knowledge of Active Directory.
• Experience administering and troubleshooting Microsoft 365.
• Understanding of Group Policy and its use within Windows environments.
• Good understanding of networking fundamentals, including TCP/IP, DNS and DHCP.
• Experience troubleshooting hardware and peripheral issues.
• Experience using structured helpdesk/ticketing systems.
• Ability to independently investigate and resolve technical issues.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Comfortable providing face-to-face technical support.
• Ability to manage multiple priorities and take ownership of assigned work.
• Previous IT support experience within a school, academy, college or education environment is highly desirable.
• Google Workspace / Google for Education administration is highly desirable.
• Microsoft Intune and device management is highly desirable.
• Microsoft Entra ID / Azure AD is highly desirable.
• Windows Server administration and troubleshooting is highly desirable.
• VLAN, switching and Wi-Fi troubleshooting is highly desirable.
• Experience supporting multi-site environments is highly desirable.
• Experience with remote monitoring and support tools is highly desirable.
• Experience supporting printers, interactive displays and classroom technology is highly desirable.
• Experience assisting with technical projects or infrastructure deployments is highly desirable.
• Microsoft 365 / Azure Fundamentals certification is highly desirable.

Responsibilities

• Provide high-quality 1st and 2nd line IT support across multiple sites.
• Take ownership of technical incidents and service requests through to resolution.
• Troubleshoot Windows devices, applications, user profiles and operating system issues.
• Administer and troubleshoot Active Directory users, groups, computers and permissions.
• Support and troubleshoot Group Policy.
• Support Microsoft 365, including users, groups, licensing and common service issues.
• Support Microsoft Entra ID and Intune-managed devices where required.
• Support Google Workspace / Google for Education environments.
• Diagnose basic to intermediate networking issues, including TCP/IP, DNS, DHCP, VLANs and Wi-Fi connectivity.
• Support Windows Server environments and common infrastructure services.
• Troubleshoot printers, classroom technology, interactive displays and other peripherals.
• Support device deployments, replacements and configuration.
• Use remote support and management tools to diagnose and resolve technical issues.
• Maintain accurate and meaningful helpdesk ticket records.
• Manage workload effectively and ensure tickets are progressed in line with agreed SLA targets.
• Communicate clearly with customers regarding progress, actions and resolutions.
• Identify recurring technical issues and escalate where a wider technical solution may be required.
• Provide technical assistance and knowledge sharing to junior technicians and apprentices.
• Work collaboratively with the wider ICT team and Principal Technical Engineer.
• Escalate complex or high-impact technical issues through the established escalation process.
• Assist with technical projects, infrastructure improvements and deployments where required.
• Provide on-site IT support on a shift-based rota to ensure systems remain operational during busy operational periods.

Technologies

• Active Directory
• Azure
• Hardware
• ICT
• Support
• Microsoft 365
• Microsoft Intune
• TCP/IP
• Windows
• Office 365
• Cloud

More

Vocosa provides IT, AV and CCTV installation, maintenance and managed support services to schools and businesses across England and Wales. We specialise in supporting multi-site education environments and delivering reliable, responsive 1st, 2nd and 3rd line IT support. We are looking for an experienced 2nd Line IT Support Technician to join our support team in a hands-on, customer-facing role across school and business environments. The role involves regular travel between customers across Reading, Slough, London, Buckinghamshire, Rickmansworth and surrounding areas, so a full UK driving licence and access to a vehicle are essential. We offer a company pension, employee reward scheme, on-site parking at various locations, career progression opportunities and training, plus mileage expenses for travel between sites. This is a full-time, permanent role based in person.

last updated 34 week of 2026