IT Second Line Technician in Bournemouth

Are you an experienced IT professional who enjoys solving technical challenges, supporting users, and making a real difference to the day-to-day running of a business? If so, this could be the perfect next step in your IT career.

At Protect Line, we are a people-first business powered by technology. As our IT Second Line Technician, you will play a vital role in ensuring colleagues have the tools, systems and support they need to deliver exceptional outcomes for our customers every day.

Working as part of our busy IT team, you will take ownership of escalated technical issues, support our cloud and on-premise infrastructure, contribute to technology projects, and help drive continuous improvements across the business. We are looking for someone who is proactive, adaptable and able to balance multiple priorities with a hands-on approach to problem solving.

Responsibilities

• Acting as the primary escalation point for technical incidents and service requests from our 1st Line Support team.
• Diagnosing and resolving complex hardware, software, networking and cloud-based issues across the business.
• Taking ownership of support tickets through to resolution, ensuring excellent communication and adherence to service levels.
• Managing and supporting Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, Teams, licensing and security settings.
• Administering Active Directory, Entra and identity management systems to ensure secure and efficient user access.
• Supporting user lifecycle processes, including onboarding, internal moves and offboarding.
• Assisting with the management of business-critical systems, including CRM platforms and telephony solutions.
• Supporting endpoint management, device deployments, patching and IT asset management.
• Helping strengthen our security posture through the implementation and monitoring of security controls such as MFA, Conditional Access and endpoint protection.
• Creating technical documentation and knowledge articles while supporting the development of 1st Line colleagues.
• Participating in IT projects including upgrades, migrations, rollouts and continuous improvement initiatives.
• Provisioning, configuring and maintaining laptops, desktops, peripherals and wider office technology.

What Makes You Shine

• Solid experience in an IT support environment, including experience operating at 2nd Line level or equivalent.
• Strong knowledge of Microsoft Windows 10/11 and Windows Server environments.
• Hands-on experience administering Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams and licensing.
• Experience working with Active Directory and/or Microsoft Entra.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking.
• Strong troubleshooting skills across hardware, software, connectivity and user access issues.
• Experience working within ticketing systems and SLA-driven support environments.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• A proactive, self-starting approach with the confidence to take ownership and drive issues through to resolution.
• The ability to manage multiple priorities and adapt quickly in a fast-paced environment.
• A hands-on mindset you’re not afraid to roll up your sleeves and support wherever needed.
• A customer-focused mindset with strong organisational, communication and problem-solving skills.

Advantageous but by no means essential

• Experience working with Microsoft Azure or hybrid cloud environments.
• Experience using Microsoft Intune or other endpoint management platforms.
• Previous administration of CRM platforms.
• Experience supporting VoIP or cloud telephony solutions.
• Relevant Microsoft or industry certifications.

What We Offer

• Enhanced Family Leave: Generous maternity, paternity, adoption, and surrogacy packages offer substantial support during life changes.
• Flexible Time Off: Holiday entitlement increases with service; option to purchase additional leave or convert unused days into extra pay; paid leave for appointments or emergencies.
• Celebrate Life: Extra paid days off for birthdays, weddings, new home purchases, and child’s first birthday.
• Professional Benefits Scheme: Rewards for technical staff including training allowances, desk support, wellbeing support and car allowances to support growth and a positive work environment.
• Temporary Remote Working: Opportunities to work from different locations, including abroad.
• Paid Charity Work: One paid day off per year for charitable activities.
• Epic Company Events: Summer and Christmas parties.
• Sabbatical Opportunities: After 15 years of service, 4 weeks of paid leave to recharge or learn.
• Refer & Earn: Bring a friend onboard and earn £1,500 for each successful hire.
• Perks Galore: Eye care vouchers and retailer discounts among other benefits.
• Secure Your Future: Pension scheme, death in service benefits, and more.

Join our extraordinary team of customer champions who strive for exceptional outcomes. We are committed to equality, diversity, and inclusion.