Connecting Talent to opportunity

Connecting Talent to opportunity

2nd Line Support


Job Description:

2nd Line Support 

2nd Line Support Description 


For the right candidate, this is a fantastic customer facing opportunity to join a fast paced media company and be part of an advancing technology department. The right candidate will experience a rewarding role that blends a mixture of hands on technology support and end user satisfaction whilst often being at the forefront of new technologies.

Main Responsibilities

  • Have experience of operating within a large corporate technology environment with similar volumes of users mentioned above.
  • Ensure cross-team liaison both internally and with external vendors/suppliers to ensure Exec incidents and requests are handled with priority and that the customer is constantly updated as to progress.
  • Work with internal IT Teams and project teams to facilitate project work-streams when required.
  • Have a keen proactive interest in new technologies and share improvement ideas accordingly with line management. Contribution to team meetings is a must.
  • Ensure consistent and concise communications in written and verbal form at all times adhering to templates where available e.g. software upgrades, service outages.
  • Have the ability to manage upwards and field questions from senior and line management while managing expectations accordingly.
  • Have an excellent grounding in client, server and file level security to ensure key business data and ‘IP’ is protected accordingly.
  • Have the ability to coach other First line, IT Helpdesk staff through various tasks where required by way of knowledge transfer or “buddy system”.
  • Have the skills to isolate, troubleshoot, and resolve issues by phone, remotely, email, or escalate to 3rd Line Engineers and or professional services to achieve satisfactory outcomes.
  • Understand remove connectivity solutions including SCCM and Remote Desktop
  • Be proactive and able to assign appropriate priorities while managing workload effectively.

Required Skills: 

  • Identity Management (Quest/Dell IDM) / Active Directory Administration including group membership and Group Policy Troubleshooting
  • PC, Laptop, Mac and Device Support
  • Windows 7 / Windows 10 Operating System including profile management (Local and Roaming)
  • Apple Mac OSX (Desktop and Laptop)
  • iOS / Android / Windows Phone
  • Security of the operating system against Active Directory Groups
  • Mainstreams Office Productivity Support – Outlook, Word, Excel, PowerPoint, OneNote, Access and Office 365
  • SCCM Software Deployment, Packaging, Reporting, Compliance, Software Updates, Remote Connection and Audit Administration
  • Casper Mac Device Management
  • Citrix Client Configuration and Troubleshooting
  • Understanding of Basic Network Principles (WAN, LAN, WLAN, ADSL including TCP/IP/DHCP & DNS)
  • VPN Technologies – End Point Configuration, Troubleshooting.
  • User Management including Active Directory/Identity Management Systems
  • Printer configuration and troubleshooting (Local and Network)
  • Email and Web Site Security/Troubleshooting & Blocking/Releasing (Message Labs)
  • End Point Security Technologies (McAfee/EPO) and End Point Laptop Encryption (McAfee) for Mac and PC.


*2nd Line Support, Customer Service, Windows, M365, VPN* 



  • Job Type

    Permanent, Full Time

  • Work Authorisation

    United Kingdom

  • Industry Sector IT & Internet
  • Years Experience

    2+ years

  • Career Level

    Experienced (Non-Manager)

  • Educational level

    Secondary School or equivalent

Apply for this position

Thank you for your application

Why don't you search for some more vacancies...