2nd Line Support

Second Line Technician

Location: Swindon
Salary: Competitive
Job Type: Full-time, Shift-based (Monday - Friday, 08:00 - 18:00)Second Technician and become the expert troubleshooter for the most challenging technical issues. This role is perfect for someone who excels in complex problem-solving, enjoys mentoring others, and is eager to make a significant impact on both customer environments and internal processes.

Candidates must have a full uk drivers licence

About the

As an IT Managed Services Second Line Technician, you'll be 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'll 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. If you enjoy problem‑solving, thrive in a fast‑paced environment, and want a role where every day brings something new, this is the place to grow your skills and make a real impact.

What makes you a great fit:

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

Key responsibilities:

Manage your 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 your 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 If you are interested in this position please apply online or for more information please contact me on