2nd Line Support

2nd Line Support Technician

Location: Norwich Outskirts

Salary: £30,000 – £36,000 + Pension

Hours: Monday–Friday, 40 hours per week

If you thrive on problem-solving, enjoy variety, and want to progress your technical career within a supportive and people-focused environment, this role is an excellent fit.

We’re partnering with a leading technology and digital services company to hire a motivated and technically strong 2nd Line Support Technician. This is an exciting opportunity to join a fast-growing, values-driven business working on major IT infrastructure projects while delivering outstanding customer service.

About the Role

As a 2nd Line Support Technician, you will play a key role in delivering exceptional client support both remotely and on-site. You’ll work across a wide range of technologies and have the opportunity to take the technical lead on projects, influence long-term client IT strategies, and specialise in chosen areas over time.

You’ll be supporting small to medium-sized business networks, servers, cloud systems, and various IT infrastructure components across diverse industries.

Following a successful probation period, you may work one day per week from home (subject to policy requirements).

Core skills required:

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• Strong communication and client-facing ability
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• Solid troubleshooting skills across:
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• o Router installations & basic firewall setup
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• o SSL VPN configuration
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• o Acronis backup setup & troubleshooting
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• o Network switches
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• o Server & monitoring alerts
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• o Active Directory / Azure AD
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• o Office 365 migrations & management
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• o SharePoint deployment
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• o Public Wi-Fi
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• o UPS & NAS
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• o Microsoft Intune
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• Ability to write clear technical procedures
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• Well organised, responsible, and able to manage assigned tasks
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• Strong structured approach to problem solving
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• Full UK driving licence (essential)
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Nice-to-have:

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• 2+ years supporting SMEs within an MSP / outsourced IT provider
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• Experience logging time on tickets/ticketing systems
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Day-to-Day Responsibilities

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• Setting up & supporting SME networks
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• Remote & on-site support of PCs and servers (Win10, Win11, 2012–2022)
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• Installing business computer systems
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• Office 365 installs, maintenance & migrations
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• Supporting customer applications
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• Microsoft Exchange 2016/2019 administration
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• Email account setup & DNS management
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• IP phone system administration (web-based)
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• Providing technical leadership to shape long-term client IT strategies
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• Working with a broad client base across various sectors
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• Exposure to new technology tailored to clients’ needs
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• Opportunity to specialise and develop niche knowledge areas
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You’ll receive:

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• Competitive salary + regular reviews
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• Free parking at all locations
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• Monthly performance awards + annual awards event
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• Clear technical & managerial progression opportunities
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• Balanced workflow to support mental wellbeing
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• 33 days holiday (incl. bank hols), rising to 35 with service
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• Flexible working requests considered
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• Buy & sell holiday scheme
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• Hybrid working
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• Short-term sick pay & Income Protection
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• Enhanced maternity/paternity packages
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• Parental Returners Programme
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• Vitality private health insurance
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• Aviva Smart Health (GP, nutrition, mental health, etc.)
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• Electric car scheme (after 12 months)
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• Free flu jabs & fruit
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• Confidential life coach access
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• Perkbox membership
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• Interest-free 12-month loans
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• Fully funded social & community events
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• Lunch & Learn sessions
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• Feedback-driven culture with real influence
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• Development plans tailored to your goals
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Ready to take the next step in your IT career? Apply today and join a team where your skills and contributions truly make an impact!