2nd/3rd Line Service Desk Technician
About Us:
Our clients rely on us as trusted partners for a variety of services such as connectivity, applications, equipment, security, and disaster planning. We are a people first business, and this shines through in everything we do.
Our clients rely on us as trusted partners for a variety of services such as connectivity, applications, equipment, security, and disaster planning. We are a people first business, and this shines through in everything we do.
We are passionate about what we do and how we do it
You will need to have passion for your role too
Overview:
We are seeking a technically Advanced 2nd Line / 3rd Line Service Desk Technician with a service desk focus. This role is ideal for a candidate who can bridge service desk support with advanced enterprise and infrastructure-level tasks. Joining at a crucial time in the businesses, there are ample opportunities for career progression, upskilling and gaining industry recognised qualifications.
Responsibilities:
· Deliver advanced IT support including Microsoft 365, Azure, Intune, and Enterprise Apps (SSO).
· Perform server administration, Active Directory management, patching, and backup restoration.
· Lead network troubleshooting and advanced firewall configurations, VPN, and ADVPN.
· Handle VOIP deployments and advanced telephony configurations.
· Implement security best practices, monitor endpoint protection, and respond to incidents.
· Mentor and support junior team members, providing knowledge sharing and escalation guidance.
· Produce high-quality documentation, change control compliance, and technical guides.
Skills & Experience:
· 3+ years in advanced IT support / 3rd line / enterprise environments. Preferably with an MSP
· Strong Microsoft server, Azure, and endpoint management experience.
· Advanced networking: firewalls, site-to-site VPNs, network topologies, ADVPN.
· VOIP and telephony systems knowledge.
· Security: phishing response, incident escalation, vulnerability management, Cyber Essentials
· Excellent problem-solving and communication skills; proactive and client focused.
· Holding of industry recognised certification such as: Microsoft, Fortinet, Comp TIA is advantageous
Benefits:
· Free onsite parking
· Company pension and health insurance
· Company workwear
· Paid industry certifications
· Team events
· Career growth opportunities
Working Hours:
You will be predominantly based in our office in Ellesmere Port but will also spend time visiting client sites across the UK, which may include overnight stays during the week.
· Rotational shift pattern (Week 1: 8–4, Week 2: 8-4, Week 3: 9-5, Week 4: 10–6 with OOH)
· Out-of-hours coverage 1 in 4 pattern, with supplementary pay
Salary: £30,000–£35,000 + OOH (£2,200 approx.)
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
Experience:
- Customer service: 3 years (required)
- Technical support: 3 years (required)
Licence/Certification:
- Driving Licence (required)
Willingness to travel:
Work Location: In person
