2nd Line IT Support Technician

Closing: 15/04/2024

Smart Solutions Group is a leading Managed Service Provider (MSP) dedicated to delivering comprehensive IT solutions and support services to businesses across various industries. With a focus on innovation and customer service excellence, we aim to empower our clients by ensuring their IT infrastructure is robust, secure, and efficient.

Job Summary:

As a 2nd Line IT Support Technician, you will play a crucial role in resolving complex technical issues, providing advanced support beyond the first-line diagnosis. You’ll work closely with both first-line support and third-line engineers, ensuring a seamless service experience for our clients. This position requires a problem-solver with a deep understanding of IT systems, networks, and software applications.


  • Provide 2nd line support for IT issues, including troubleshooting hardware, software, and networking problems.
    Escalate complex issues to 3rd line support or external vendors while maintaining ownership of the issue until resolution.
    Implement and manage system backups and recovery plans.
    Assist in configuring and deploying new hardware and software solutions.
    Monitor IT systems for issues, perform regular maintenance, and apply updates as needed.
    Document all technical issues and resolutions within our ticketing system, maintaining clear and comprehensive records.
    Develop and maintain IT documentation, including system manuals and IT inventory.
    Provide training and guidance to 1st line support technicians and end-users.
    Participate in IT projects, including system upgrades and migrations.
    Ensure compliance with IT policies, procedures, and best practices.


  • Proven experience in a 2nd line IT support role, ideally within an MSP environment.
    Strong knowledge of Windows Server environments, Active Directory, and Office 365.
    Experience with networking principles and technologies (TCP/IP, VPN, DHCP/DNS, firewall configurations). Watchguard trained or experienced is highly desirable
    Familiarity with cloud services (e.g., Azure, AWS) is highly desirable.
    Excellent problem-solving skills and the ability to diagnose and resolve complex IT issues.
    Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Windows Server Fundamentals, Cisco CCNA) are advantageous.
    Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users.
    A team player with the ability to work independently under pressure.
    Full driving license

Why Join Us?

  • Competitive salary and benefits package.
    Opportunities for professional development and certifications.
    Dynamic and supportive work environment.
    Chance to work with the latest technologies and contribute to innovative projects.
    Pool vehicle usage and/or full 45p mileage claim
    Auto enrollment pension
    Yearly Christmas party

How to Apply:

Please send your resume, cover letter, and any relevant certifications or portfolio links to james@mysmartgroup.co.uk

Include “2nd Line IT Support Technician Application” in the subject line.Smart Solutions Grp Ltd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.