| Description: |
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  |
