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For Companies At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex issues for end users.
- Company: Join a dynamic IT team in a supportive and collaborative environment.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Opportunity to work on exciting projects and improve service delivery.
- Why this job: Make a real difference by solving tech problems and enhancing user experience.
- Qualifications: Experience in 2nd Line IT Support and strong knowledge of Windows 11 and Microsoft 365.
The predicted salary is between 30000 - 40000 £ per year.
Location: Office Based in Horwich Bolton BL6 6QQ.
Contract: Full-time, permanent
Department: IT Operations
On Call required as part of the role
The Role
We are looking for an experienced IT Support Technician (Level 2) to provide advanced technical support to our end users and act as an escalation point for the 1st Line Service Desk. This is a hands-on role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently while collaborating closely with the Service Desk Manager and wider IT Operations teams. You will take ownership of complex incidents, support end user devices, and play an active role in maintaining high service standards across the organisation.
Key Responsibilities
- Provide high quality 2nd line IT support, acting as an escalation point for 1st Line and taking ownership of incidents to resolution
- Troubleshoot and support Windows 11, Microsoft 365, Azure AD, business applications and virtual desktop environments
- Support and deploy end user hardware including laptops, peripherals, meeting room technology and mobile devices (via Intune/MDM)
- Maintain accurate ticketing, asset and access records, ensuring security, compliance and SLA adherence
- Work closely with the Service Desk Manager, 1st Line colleagues and 3rd Line teams to improve service delivery
- Provide guidance, mentoring and knowledge sharing to support users and the wider Service Desk
- Identify recurring issues and contribute to service, system and process improvements
Skills & Experience Required
Essential:
- Proven experience in a 2nd Line IT Support or similar technical role
- Strong knowledge of Windows 11, Microsoft 365 and Azure AD
- Experience managing users and access within Active Directory
- Understanding of networking fundamentals (LAN/WAN, Wi Fi, DNS, DHCP, TCP/IP)
- Experience supporting end user hardware and Microsoft cloud services
- Experience with MDM, ideally Microsoft Intune / Endpoint Manager
- Excellent communication and organisational skills
- Ability to translate technical issues into clear, user friendly language
- Proactive approach with strong ownership and prioritisation skills
Desirable:
- Microsoft certifications (MS-900, MD-102, AZ-900)
- ITIL Foundation certification
- PowerShell scripting experience
Personal Attributes
- Customer focused and professional
- Calm under pressure with strong problem solving skills
- Highly organised with excellent attention to detail
- Able to work independently while collaborating within a team
- Proactive, reliable and eager to continuously improve
IT Support Technician Level 2 in Horwich employer: ExamWorks UK
Contact Detail:
ExamWorks UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician Level 2 in Horwich
✨Tip Number 1
Network like a pro! Attend industry meetups, webinars, or local tech events. You never know who might be looking for someone with your skills, and it’s a great way to get your name out there.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your IT projects, troubleshooting successes, or any cool tech solutions you've implemented. This gives potential employers a taste of what you can do.
✨Tip Number 3
Prepare for interviews by practising common IT support scenarios. Think about how you'd handle specific technical issues or customer service challenges. The more prepared you are, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace IT Support Technician Level 2 in Horwich
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Support Technician role. Highlight your experience with Windows 11, Microsoft 365, and Azure AD, as these are key skills we're looking for. We want to see how your background aligns with our needs!
Show Off Your Troubleshooting Skills: In your application, don’t just list your skills—give us examples! Share specific instances where you’ve successfully resolved complex IT issues. This will help us see your problem-solving prowess in action.
Keep It Clear and Concise: When writing your application, use clear and straightforward language. Remember, we appreciate candidates who can translate technical jargon into user-friendly terms. Show us you can communicate effectively!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy—just follow the prompts!
How to prepare for a job interview at ExamWorks UK
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, Microsoft 365, and Azure AD. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them. This will show that you not only understand the systems but can also handle real-world issues.
✨Show Off Your Customer Service Skills
Since this role involves a lot of interaction with end users, be prepared to demonstrate your customer service approach. Think of examples where you turned a frustrated user into a satisfied one. Highlight your ability to communicate technical information in a way that's easy for non-techies to understand.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations, like dealing with a major outage or a complex ticket escalation. Practice articulating your thought process and the steps you would take to resolve these issues. This will showcase your problem-solving skills and ability to work under pressure.
✨Highlight Your Team Collaboration Experience
This role requires working closely with various teams, so be ready to talk about your experience collaborating with others. Share examples of how you've contributed to team success, mentored colleagues, or improved service delivery. This will demonstrate your ability to work well within a team environment.