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