2nd Line Support Technician in Liverpool

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Job Purpose

As a 2nd Line Support Engineer, you will provide advanced technical support and incident resolution for complex issues escalated from the Service Desk. This role involves diagnosing and troubleshooting hardware, software, and network problems, ensuring minimal disruption to business operations. You will work closely with internal teams and external partners to deliver timely solutions, maintain system integrity, and contribute to continuous improvement initiatives.

Key Responsibilities

• Provide advanced troubleshooting and support for a range of devices, operating systems, and software applications.
• Diagnose and resolve server and network faults promptly to minimise downtime.
• Perform intermediate administration tasks for phone systems.
• Assist with call logging overflow when required, maintaining a professional telephone manner.
• Manage and escalation all ticket types in line with service level agreements.
• Document recurring issues and maintain system best practice guidelines.
• Conduct regular system health checks to ensure continuous and reliable operation.
• Undertake project work as directed by the IT leadership team.
• Complete tasks in accordance with agreed targets and KPIs.
• Support and maintain Microsoft Intune, Azure services, and Entra ID (Identity and Access Management).
• Administer and maintain hosted virtual machine platforms, including Citrix and VMware.
• Action security‑related requests, including updates to Web Application Proxy configurations, permissions, and access controls.
• Handle time‑sensitive and confidential requests with professionalism and discretion.

Experience & Knowledge

• Strong knowledge of Microsoft Office 2016 / O365 and Windows 10 / Windows 11.
• Proficient in Windows Server technologies (2016 / 2019 / 2025).
• Skilled in Windows infrastructure administration, including DNS, DHCP, and Active Directory.
• Working knowledge of Microsoft Entra, Intune, and Azure services.
• Experience with software deployment tools such as SCCM, Intune, Autopilot, and third‑party solutions.
• Solid understanding of networking fundamentals (e.g., TCP/IP, routing, VLANs).
• Familiarity with Service Desk operations and administration.
• Knowledge of centrally managed printing solutions.
• Beneficial experience with Exchange 2016 / Exchange Online, VMware vCenter 7.0, and Citrix XenDesktop 7.
• Telephony experience advantageous (e.g., Avaya Aura, Teams Direct Routing).
• Scripting or programming experience beneficial (e.g., PowerShell, SQL, Python).
• Understanding of Service Desk best practices and ITIL principles.
• Previous experience in a Service Desk environment supporting end users.
• Ability to work independently with strong attention to detail and task ownership.
• Collaborative team player with excellent time management skills.
• Professional appearance and a warm, positive personality.
• Effective communicator, able to adapt style to suit the audience.
• Keen interest in technology and continuous improvement.
• Willingness to participate in out‑of‑hours support rota.

Diversity and Inclusion

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

About Us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

Benefits

• 25 days’ holiday plus bank holidays
• Hybrid working model
• Holiday buy and sell
• 2 x Volunteering days to support charitable initiatives
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy

Seniority Level

• Entry level

Employment Type

• Full-time

Job Function

• Information Technology

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