2nd Line Support Technician

A fantastic opportunity has arisen for a 2nd Line Support Technician to join a well-established, fast paced and expanding business providing best in class support services to hospitality clients.

Are you a passionate, highly motivated, and experienced 2nd Line Support Technician with a strong background in maintaining and supporting IT infrastructure? Are you looking to take the next step towards progressing your career? Would you be interested in joining a progressive, market leading company that will invest in you and support your IT career for the long-term?

As a 2nd Line Technician, you will act as an escalation point for the 1st line team, providing advanced troubleshooting and technical support. You’ll work across a wide variety of systems and technologies, supporting everything from POS systems to property management systems (PMS), guest Wi‑Fi networks, and back‑office infrastructure. You’ll also liaise with vendors, participate in project rollouts, and ensure our hospitality clients remain operational 24/7.

• Provide advanced technical support via phone, remote tools, and occasional on‑site visits.
• Diagnose and resolve issues related to Windows servers, desktops, networks, and hospitality‑specific applications.
• Escalate complex problems to 3rd line or vendor support when needed.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Maintain thorough documentation in the ticketing system (e.g., customer configs, resolutions, asset info).
• Assist with onboarding of new clients, including audits, handovers, and migrations.
• Contribute to knowledge base articles and training materials.
• Provide mentorship to 1st line technicians when necessary.
• Participate in the on‑call rota for out‑of‑hours emergency support (where applicable).

• 2+ years in a 2nd line support or similar role within an MSP or fast‑paced IT environment.
• Strong troubleshooting skills with Microsoft environments (Azure, Entra , Windows 11, Windows Server 2016/2019/2022).
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Experience with Microsoft 365 (Exchange, Teams, SharePoint, Azure AD).
• Experience with RMM tools, ticketing systems, and remote desktop software.
• Clear communication skills with a customer‑focused attitude.
• Ability to prioritise and manage multiple tasks under pressure.
• Driving licence and passport required for site visits in the UK and potentially Europe.
• Experience with hospitality systems (e.g., Opera, Micros, Room Master, Guestline).
• Familiarity with guest Wi‑Fi platforms, VoIP systems, and hospitality CCTV solutions.
• Certifications such as CompTIA Network+, Microsoft MCP/MD‑102, or Cisco CCNA.
• Experience working in an ITIL‑based environment.

Working Hours:

Monday to Friday 8am to 5pm

Salary: £30k – £33k DOE plus on call and performance based bonuses up to £3k p/a

Holiday: 25 days per year plus bank holidays

Seniority level:
Entry level

Employment type:

Full‑time

Job function:
Information Technology

Industries:
Computer and Network Security

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