Second Line IT Support Technician

Manchester
3 weeks ago
Create job alert

Job Title: Second Line Support Technician

Location: Manchester

Salary: Competitive

Job Type: Permanent, Full Time

At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centered around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great.

About the role:

You will provide 2nd Line technical support in a service desk environment for multiple clients, acting as an escalation point for other service desk engineers. You will build strong customer relationships through customer knowledge, ensure technical documentation is thorough, and make ongoing support as efficient as possible.

Responsibilities:

Answering incoming calls to Service Desk, logging and actioning end-user service requests in PSA system, following Service Desk procedures and policies
Address technical queries promptly and efficiently, prioritising them to meet KPIs and customer service expectations
Providing timely updates on tickets to end-users via telephone, email and PSA systems such as Autotask
Diagnose and resolve technical issues, escalating where necessary using escalation process and protocols
Respond to escalations from First Line Engineers by offering support and technical advice to resolve client queries in a timely manner
Install, maintain, and troubleshoot client hardware and software in accordance with company standards, including reconfiguring and performing system upgrades when necessary
Setting up new devices for our client base, both Windows and Mac
Maintain and update accurate client site documentation via IT Glue
Comply with company's Information Security policies and procedures
Propose improvements to client systems and services to continuously enhance their systems and operations
Managing your time efficiently and planning your day accordingly
Keep up to date with new technologies adopted by Netteam and our client base
Improve your technical knowledge through company training and self-study
Provide out-of-hours support to our clients on a rota basisAbout you:

Experience:

Ability to work unsupervised, independently and as part of a team
IT related degree or relevant qualifications highly desirable
Demonstrable experience as a Service Desk Engineer
Able to demonstrate a good all-round knowledge of IT principles
Experience with PSA/RMM tools such as Autotask, and IT Glue to provide enhanced support services to all clients
Experience in initial remote diagnostics along with analysis and monitoring
The willingness to learn new software and hardware skills
Experience of Microsoft Windows Server/Desktop environments
Experience of Microsoft cloud solutions including Office 365, Backup/DRaaS and related technologies, Entra ID & IaaS
Knowledge of InTune & Conditional Access Technologies and email security
Knowledge of Networking technologies - TCP/IP, Firewall, Routing/Switching
Proven experience managing client system security
Experience of MSP and or Hospitality is advantageous but not essentialPersonal Attributes:

Friendly and professional
Excited about tech and thrives on developing understanding of new technologies
Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients
Recognises the importance of frequent and clear communications
Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team
Feel that every day is a day of learning
Disciplined, with the ability to prioritise and execute tasks under pressure
Harnesses pressure to deliver resultsNote: This description is not intended to establish a total definition of the job but an outline of the duties.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: 2nd Line Technical Engineer, 2nd Line Support Technician, IT Helpdesk Support Technician; IT Technician, IT Service Desk Technician, IT Services Manager, IT Desk Support, may also be considered for this role

Related Jobs

View all jobs

IT Support Technician

IT Support Technician

Cyber Security Analyst - Training Course

Senior IT Technician

IT Security Placement Programme

Cyber Security Trainee Placement Programme

Subscribe to Future Tech Insights for the latest jobs & insights, direct to your inbox.

By subscribing, you agree to our privacy policy and terms of service.

Industry Insights

Discover insightful articles, industry insights, expert tips, and curated resources.

How Many Cyber Security Tools Do You Need to Know to Get a Cyber Security Job?

If you are trying to build or move forward in a cyber security career, it can feel like the list of tools you are expected to know never ends. One job advert asks for SIEM platforms, another mentions penetration testing tools, another lists cloud security, threat intelligence platforms, endpoint detection, scripting languages and compliance frameworks. Scroll LinkedIn and it gets worse. Everyone seems to “know” dozens of tools, certifications and platforms. Here is the reality most cyber security hiring managers agree on: they are not hiring you because you know every tool. They are hiring you because you understand risk, can think like an attacker and a defender, follow process, communicate clearly and make good decisions under pressure. Tools matter — but only when they support those outcomes. So how many cyber security tools do you actually need to know to get a job? For most job seekers, the answer is far fewer than you think. This article explains what employers really expect, which tools are essential, which are role-specific and how to focus your learning so you look credible, not overwhelmed.

What Hiring Managers Look for First in Cyber Security Job Applications (UK Guide)

If you want to stand out in the highly competitive world of cyber security job applications, you need to understand what hiring managers look for before they even finish reading a CV. Cyber security hiring managers scan applications quickly and with specific priorities in mind. They assess not just your technical ability, but your judgement, professionalism, clarity, risk awareness and evidence of impact. This guide explains what hiring managers look for first in cyber security applications across roles like Security Analyst, Security Engineer, Penetration Tester, Incident Responder, Security Architect, Governance Risk and Compliance specialists and Cloud Security positions. Use this as a practical, step-by-step checklist to sharpen your CV, LinkedIn profile, cover letter and portfolio before you apply on www.cybersecurityjobs.tech .

The Skills Gap in Cyber Security Jobs: What Universities Aren’t Teaching

Cyber security has become one of the most critical disciplines in the modern economy. From protecting financial systems and healthcare data to securing national infrastructure, cloud platforms and supply chains, cyber security professionals now sit at the frontline of digital trust. Demand for cyber security talent in the UK has surged. Job vacancies remain high, salaries continue to rise, and organisations across every sector report difficulty hiring skilled professionals. Yet despite this demand, many graduates struggle to break into cyber security roles and employers consistently report that candidates are not job-ready. The problem is not intelligence, ambition or academic effort. It is a persistent and widening skills gap between university education and real-world cyber security work. This article explores that gap in depth: what universities teach well, what they routinely miss, why the gap exists, what employers actually want, and how jobseekers can bridge the divide to build sustainable careers in cyber security.