DSM Group has been delivering IT support, cloud, cyber security, backup, business continuity and data centre solutions since 1987. Based in Peterborough, we support businesses across the UK with a strong focus on reliability, customer service and technical expertise.
We are looking for a motivated and experienced 2nd Line IT Support Technician to join our growing technical team.
This role is ideal for someone who enjoys solving problems, working with a wide range of technologies, and delivering excellent customer service in a fast-paced MSP environment.
The Role
You will provide remote and onsite support to a variety of business customers, assisting with escalated support tickets, infrastructure projects and day-to-day IT operations.
You will work closely with senior engineers and the service desk team to deliver high-quality technical support and maintain strong client relationships.
Responsibilities
- Provide 2nd line technical support via phone, remote tools and onsite visits
- Troubleshoot and resolve hardware, software and network issues
- Support Microsoft 365, Windows Server and cloud environments
- Configure and maintain firewalls, switches, wireless and networking equipment
- Assist with server installs, migrations and infrastructure upgrades
- Support backup, disaster recovery and cyber security solutions
- Manage and update tickets through the helpdesk system
- Escalate complex issues where required
- Maintain accurate technical documentation
- Deliver excellent customer service at all times
Required Skills & Experience
- Previous experience in a 2nd line IT support role, ideally within an MSP environment
- Strong knowledge of:
- Windows 10 and Windows 11
- Windows Server
- Microsoft 365 and Exchange Online
- Active Directory and Group Policy
- Networking fundamentals (DNS, DHCP, VPNs, VLANs)
- Firewalls, switches and wireless technologies
- Backup solutions such as Veeam or Acronis
- Virtualisation platforms including VMware or Hyper-V
- Excellent troubleshooting and communication skills
- Full UK driving licence
Desirable Skills
- Exposure to Azure or cloud infrastructure
- Cyber security awareness and best practices
- Experience with ConnectWise, RMM tools or PSA systems
- Microsoft or vendor certifications
What We Offer
- Competitive salary
- Ongoing training and career development
- Exposure to enterprise infrastructure and modern technologies
- Friendly and experienced technical team
- Company pension
- Onsite parking
- Opportunities to progress within the business
Why Join DSM Group?
At DSM Group, you’ll work on a broad range of technologies across managed IT, cyber security, cloud and data centre environments. We pride ourselves on technical capability, long-standing customer relationships and delivering solutions that genuinely help businesses operate securely and efficiently.
NO AGENCIES
Pay: £30,000.00-£34,000.00 per year
Work Location: In person
