2nd Line Support Technician

What’s the role?

As a 2nd Line Support Technician, you will be integral to the daily support and maintenance of our clients' IT, telephony, and connectivity infrastructure. In this role, you'll provide essential technical support to end users, tackle complex issues across our technology portfolio, and enhance the effectiveness of our support-team.

This is a hybrid role, ideal for a driven IT professional ready to advance their career.

Key tasks:

• BAU Ticket Management: Handle day-to-day business-as-usual (BAU) tickets.
• Second-Line Technical Support: Deliver prompt, second-line technical assistance for end-user hardware and software issues.
• Incident Diagnosis and Resolution: Tackle escalated IT incidents in collaboration with first-line support and vendors.
• Hardware and Software Maintenance: Configure, and maintain computer hardware, software, and peripherals.
• Network Troubleshooting: Manage network-related issues, including connectivity, access point, switches, routers, and configuration.
• Telephony System Support: Resolve issues with VoIP systems and associated connectivity.
• Audio-Visual System Support: Address problems in Teams Meeting Room environments and Content Management Systems (CMS).
• First-Line Team Support: Assist first-line support through one-on-one mentoring in relation to 1st line ticket responsibilities.
• Continuous Improvement: Stay current with industry trends and emerging technologies to enhance support initiatives.
• Trend Spotting: Identify common query types and implement service improvements to pro-actively tackle these in conjunction with 3rd line team.
• Achieve and maintain learning and certification paths in line with the business needs.
• Basic configurations for BAU connectivity hardware, i.e. hardware and routers.
• Rota based out of hours onsite event support will be required.
• Occasional customer onsite support may be required.
• Working hours are shift based on a rota (8:00-16:30 / 09:30-18:00)

What will you bring?

Competencies:

• Customer-Focused: Committed to delivering responsive solutions to IT and telecom challenges.
• Analytical Thinker: Skilled in troubleshooting and identifying solutions efficiently.
• Customer-Focused Attitude: Dedicated to meeting and exceeding customer expectations.
• Professional Communication: Engages third parties confidently and assures priority to accounts.
• Effective Communicator: Friendly, confident phone manner and strong written communication skills.
• Business-Savvy: Identifies opportunities for improvement with excellent time management.
• Adaptable: Thrives in a fast-paced, evolving environment.
• Detail-Oriented: Manages multiple queries simultaneously with strong attention to detail.
• Self-Motivated: Displays a strong desire to learn and grow.

Experience:

• Proven experience as a 2nd Line Support Technician/Engineer or comparable role, with consistent high performance.
• Skilled in cloud, hardware, software, and network issue resolution.
• Strong knowledge of Microsoft operating systems.
• Experience with Active Directory, Group Policy, and related tasks.
• Experience with VoIP systems, connectivity and AV is advantageous
• Familiarity with the Microsoft suite, including Admin Centre, Azure, Entra ID and lntune

Qualifications:

• GCSE Maths & English Language Grade 5 or above (or recognised equivalent qualification)
• Relevant industry certifications (CompTIA A+ and Microsoft MS900, AZ900, MDI 00/I 01 /I 02 preferred)

What is in it for you?

• A competitive salary
• 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your 2nd year
• Pension scheme
• NHS Healthcare Top-Up Cash Plan (money back on everyday medical expenses)
• Death in Service (3 x salary)
• Discount scheme on entertainment/shopping/leisure activities
• Personal development plan with dedicated self-development time
• Industry recognised certified training will be supplied with a time matched model
• Hybrid based working is available, subject to performance

Culture & environment:

We believe in working hard, supporting each other, and celebrating success. Collaboration, innovation, and a shared drive to make an impact define our culture. We encourage fresh thinking, value creativity, and always look for ways to improve.

Our fast-paced, dynamic team enjoys what we do and has fun along the way. If you want to be part of a company where your work is valued, your ideas matter, and your contributions make a difference, dbfb is the place for you.

All employees are measured on the following core standards:

• Customer Focused
• Accountable
• Commercially Aware
• Team Working/Collaboration
• Innovative

To continuously develop and embed our commitment to our internal brand behaviour and culture we are looking for someone who will bring to the business some or all of the following strengths:

• RESPONSIBILITY - People who are especially talented in the Responsibility theme take psychological ownership of what they say they will do. They are committed to stable values such as honesty and loyalty.
• ACHIEVER - People who are especially talented in the Achiever theme have a great deal of stamina and work hard. They take great satisfaction from being busy and productive.
• DEVELOPER - People who are especially talented in the Developer theme recognise and cultivate the potential in others. They spot the signs of each small improvement and derive satisfaction from these improvements.
• ANALYTICAL - People who are especially talented in the Analytical theme search for reasons and causes. They can think about all the factors that might affect a situation.
• RESTORATIVE - People who are especially talented in the Restorative theme are adept at dealing with problems. They are good at figuring out what is wrong and resolving it.