At a Glance
- Tasks: Provide advanced IT support and resolve technical incidents for users.
- Company: Join a diverse and inclusive tech company focused on innovation.
- Benefits: Negotiable salary, 24-hour GP access, and a Green Car Scheme.
- Other info: Opportunity for career growth in a dynamic and supportive environment.
- Why this job: Make a real impact by solving complex tech issues and improving user experience.
- Qualifications: Experience in IT support with strong problem-solving and communication skills.
The predicted salary is between 30000 - 40000 € per year.
Location: On site / Lichfield WS14, UK
Job type: Permanent / Full-time
Sector and subsector: Corporate Services | IT
Salary: Negotiable salary
We are currently recruiting for a Second Line IT Support Technician. The role will be responsible for providing advanced technical assistance to end users, supporting the resolution of incidents and service requests escalated from the first line support team. This role requires a solid understanding of IT systems, outstanding problem‑solving abilities, and the capacity to work efficiently under pressure to maintain high levels of customer satisfaction.
Responsibilities
- Respond to and resolve basic and complex technical incidents and service requests from users, ensuring timely and effective solutions.
- Diagnose and troubleshoot hardware, software, network, and system issues, both remotely and on‑site as required.
- Install, configure, and maintain IT infrastructure including desktops, laptops, mobile devices, printers, and network equipment.
- Document all resolution activities in the service management system, ensuring accurate and up-to-date records.
- Collaborate with third‑party vendors and escalate issues when necessary to ensure prompt resolution.
- Assist with the deployment of software updates, patches, and security measures across the organisation.
- Contribute to the development and continual improvement of IT support processes and documentation.
- Participate in IT projects, including system upgrades, rollouts, and migrations as directed by IT management.
- Maintain compliance with organisational policies and procedures, including data protection and information security standards.
Qualifications
- Proven experience in an IT support role, preferably within a second line or similar capacity.
- Strong knowledge of Windows and/or Mac operating systems, Microsoft 365, and common business applications.
- Experience troubleshooting network issues (LAN, WAN, Wi‑Fi, VPN) and basic server administration.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical users.
- Strong organisational skills and the ability to prioritise workload effectively.
- Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are desirable but not essential.
Benefits
- Access to an EAP system
- 24‑hour access to GP
- Access to a Green Car Scheme
- 4X death in service
For a short period, the role may involve working from an office in Aldridge before working in Lichfield.
Diversity & Inclusion at bk plus
At bk plus, inclusion and diversity are central to our values. We have an authentic focus on inclusion, enabling our people to bring their whole selves to work and ensuring everyone feels supported, respected and confident to make a valuable contribution to our company and our clients.
2nd Line IT Support Technician in Shenstone employer: Hollybank Trustees Ltd
At bk plus, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values diversity and encourages personal growth. As a 2nd Line IT Support Technician in Lichfield, you'll benefit from competitive salary packages, access to comprehensive health services, and opportunities to engage in meaningful IT projects that enhance your skills and career trajectory. Join us to be part of a team that prioritises employee well-being and fosters a collaborative environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line IT Support Technician in Shenstone
✨Tip Number 1
Network like a pro! Attend local IT meetups or online webinars to connect with industry folks. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your IT projects and troubleshooting successes. This gives potential employers a taste of what you can do beyond just a CV.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios. Role-play with a friend or use online resources to get comfortable explaining your thought process when solving problems.
✨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 are proactive about their job search!
We think you need these skills to ace 2nd Line IT Support Technician in Shenstone
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in IT support, especially any second line roles. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Share specific examples of how you've resolved complex technical issues and improved processes in previous roles.
Show Off Your Soft Skills:While technical skills are crucial, we also value communication and interpersonal skills. Make sure to mention any experiences where you’ve successfully explained tech concepts to non-tech users or worked collaboratively with others.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows and Mac operating systems, as well as Microsoft 365. Be ready to discuss how you've tackled complex technical issues in the past, as this will show your problem-solving skills and technical expertise.
✨Practice Your Communication Skills
Since you'll be explaining technical concepts to non-technical users, practice simplifying your language. Consider role-playing with a friend or family member to ensure you can convey your ideas clearly and effectively.
✨Showcase Your Troubleshooting Experience
Prepare specific examples of how you've diagnosed and resolved hardware, software, and network issues. Highlight any experience with LAN, WAN, Wi-Fi, and VPN troubleshooting, as these are key areas for the role.
✨Demonstrate Your Organisational Skills
Be ready to discuss how you prioritise your workload and manage multiple tasks under pressure. Share examples of how you've documented resolution activities and contributed to improving IT support processes in previous roles.
