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- Tasks: Provide top-notch 2nd-line IT support and troubleshoot tech issues for colleagues.
- Company: Join a dynamic team at Ridge, a leader in IT solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by solving tech challenges and supporting your peers.
- Qualifications: Experience with Windows 11, Microsoft 365, and strong customer service skills required.
- Other info: Collaborative environment with chances to travel and learn from experts.
The predicted salary is between 36000 - 60000 £ per year.
You will provide high-quality 2nd-line and desktop support to our colleagues in the London office and the wider Ridge network. This may involve supporting and occasional travel to other Ridge offices, as required. Working from the London office, you will own Incidents and Service Requests in our ITSM tooling, collaborate with 1st, 2nd and 3rd Line teams, and help keep our environment secure and compliant (ISO 27001, Cyber Essentials Plus).
Key Responsibilities
- Incident & request ownership: Triage, investigate, and resolve 2nd-line tickets within agreed SLAs, maintaining excellent ticket hygiene and documentation.
- Endpoint & user support: Troubleshoot Windows desktops/laptops, Office 365 apps, printing (e.g., UniFlow), telephony, and peripherals; perform daily operational checks.
- Account & platform administration: Support Azure AD/AD, Group Policy, Exchange/Teams, identity and access, and basic network services (DNS/DHCP).
- Builds & moves: Prepare, image, and hand over devices; support office fit-outs/moves and small infrastructure changes alongside 3rd line.
- Security & compliance: Apply endpoint protection and encryption policies; follow hardening standards and operational procedures aligned to ISO 27001/CE+.
- Knowledge & continual improvement: Contribute to KB articles, SOPs, and shift-left initiatives to streamline handoffs from 2nd to 1st line and expand self-service.
- Stakeholder service: Support colleagues across varying seniority and disciplines, communicating clearly and managing expectations throughout.
What You’ll Bring (essential)
- Proven 2nd-line experience supporting Windows 11 and Windows Server 2019, Microsoft 365, Active Directory & Group Policy.
- Working knowledge of IP networking & telephony, DNS/DHCP, endpoint hardware, backup software/hardware.
- Strong customer service, documentation skills, and a logical approach to troubleshooting in fast-moving environments.
Nice to have (desirable)
- SCCM/Intune for imaging and device management; mobile device support (iOS).
- Experience with Sophos AV & Encryption administration.
- Familiarity with Arcserve backup solutions.
Qualifications (desirable)
- ITIL, CompTIA A+, MCP/MCTS, MCSE/MCITP, or VCP (or equivalent experience).
Ways of working
On-site in London with occasional travel to other Ridge offices, as required for projects or handovers; some planned remote days per rota needs. Collaborate closely with 1st and 3rd line technicians, the Service Desk Team Leader, and Service Delivery/Project teams.
2nd Line IT Support Technician employer: Ridge and Partners LLP
Contact Detail:
Ridge and Partners LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Support Technician
✨Tip Number 1
Networking is key! Reach out to current employees at Ridge or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which can boost your chances of landing that 2nd Line IT Support Technician role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss troubleshooting Windows 11, Microsoft 365, and Active Directory. We recommend running through common scenarios you might face in the role to show off your problem-solving skills.
✨Tip Number 3
Don’t forget to showcase your customer service skills! Be ready to share examples of how you've effectively communicated with colleagues and managed expectations in previous roles. This will highlight your ability to support users across varying seniorities.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining our team. Let’s get you that 2nd Line IT Support Technician position!
We think you need these skills to ace 2nd Line IT Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line IT Support Technician role. Highlight your experience with Windows 11, Microsoft 365, and any relevant ITIL or CompTIA qualifications. We want to see how your skills match what we're looking for!
Show Off Your Troubleshooting Skills: In your application, give examples of how you've triaged and resolved 2nd-line tickets in the past. We love a good story about how you tackled a tricky issue, so don’t hold back on the details!
Keep It Professional Yet Friendly: While we appreciate a casual tone, remember to keep it professional. Use clear language and avoid jargon that might confuse us. We’re looking for someone who can communicate effectively with colleagues at all levels.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about StudySmarter and what we do!
How to prepare for a job interview at Ridge and Partners LLP
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 11, Windows Server 2019, and Microsoft 365. Be ready to discuss how you've tackled 2nd-line support issues in the past, especially with troubleshooting and resolving tickets. The more specific examples you can provide, the better!
✨Show Off Your Customer Service Skills
This role is all about supporting colleagues, so be prepared to demonstrate your strong customer service skills. Think of a time when you went above and beyond for a user or resolved a tricky issue. Highlight your communication style and how you manage expectations.
✨Familiarise Yourself with ITSM Tools
Since you'll be owning incidents and service requests, it’s crucial to know your way around ITSM tooling. If you have experience with any specific tools, mention them! If not, do a bit of research on common ITSM practices and be ready to discuss how you would maintain excellent ticket hygiene.
✨Prepare for Security and Compliance Questions
Given the importance of security and compliance in this role, be ready to talk about your understanding of ISO 27001 and Cyber Essentials Plus. Brush up on endpoint protection policies and hardening standards, and think about how you’ve applied these in previous roles.
