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- Tasks: Provide advanced technical support and troubleshoot IT issues for hospitality clients.
- Company: Join a fast-paced, expanding business in the hospitality tech sector.
- Benefits: Competitive salary, performance bonuses, and generous holiday allowance.
- Why this job: Take your IT career to the next level with ongoing training and support.
- Qualifications: Experience in 2nd line support and strong troubleshooting skills required.
- Other info: Dynamic work environment with opportunities for growth and mentorship.
The predicted salary is between 30000 - 33000 £ per year.
A fantastic opportunity has arisen for a 2nd Line Support Technician to join a well-established, fast paced and expanding business providing best in class support services to hospitality clients.
Are you a passionate, highly motivated, and experienced 2nd Line Support Technician with a strong background in maintaining and supporting IT infrastructure? Are you looking to take the next step towards progressing your career? Would you be interested in joining a progressive, market leading company that will invest in you and support your IT career for the long-term?
Role Overview
As a 2nd Line Technician, you will act as an escalation point for the 1st line team, providing advanced troubleshooting and technical support. You’ll work across a wide variety of systems and technologies, supporting everything from POS systems to property management systems (PMS), guest Wi‑Fi networks, and back‑office infrastructure. You’ll also liaise with vendors, participate in project rollouts, and ensure our hospitality clients remain operational 24/7.
Key Responsibilities
- Provide advanced technical support via phone, remote tools, and occasional on‑site visits.
- Diagnose and resolve issues related to Windows servers, desktops, networks, and hospitality‑specific applications.
- Escalate complex problems to 3rd line or vendor support when needed.
- Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
- Maintain thorough documentation in the ticketing system (e.g., customer configs, resolutions, asset info).
- Assist with onboarding of new clients, including audits, handovers, and migrations.
- Contribute to knowledge base articles and training materials.
- Provide mentorship to 1st line technicians when necessary.
- Participate in the on‑call rota for out‑of‑hours emergency support (where applicable).
Skills & Experience
- 2+ years in a 2nd line support or similar role within an MSP or fast‑paced IT environment.
- Strong troubleshooting skills with Microsoft environments (Azure, Entra ID, Windows 11, Windows Server 2016/2019/2022).
- Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
- Experience with Microsoft 365 (Exchange, Teams, SharePoint, Azure AD).
- Experience with RMM tools, ticketing systems, and remote desktop software.
- Clear communication skills with a customer‑focused attitude.
- Ability to prioritise and manage multiple tasks under pressure.
- Driving licence and passport required for site visits in the UK and potentially Europe.
- Experience with hospitality systems (e.g., Opera, Micros, RoomMaster, Guestline).
- Familiarity with guest Wi‑Fi platforms, VoIP systems, and hospitality CCTV solutions.
- Certifications such as CompTIA Network+, Microsoft MCP/MD‑102, or Cisco CCNA.
- Experience working in an ITIL‑based environment.
Working Hours: Monday to Friday 8am to 5pm
Salary: £30k – £33k DOE plus on call and performance based bonuses up to £3k p/a
Holiday: 25 days per year plus bank holidays
Seniority level: Entry level
Employment type: Full‑time
Job function: Information Technology
Industries: Computer and Network Security
Referrals increase your chances of interviewing at TMB Systems Limited by 2×
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2nd Line Support Technician employer: TMB Systems Limited
Contact Detail:
TMB Systems Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Technician
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or online webinars to meet potential employers and fellow tech enthusiasts. You never know who might have a lead on your next job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your troubleshooting successes and projects you've worked on. This is a great way to demonstrate your expertise and passion for IT support.
✨Tip Number 3
Don’t just apply blindly! Tailor your approach for each application. Research the company and mention specific projects or values that resonate with you in your conversations. This shows you're genuinely interested and not just sending out generic applications.
✨Tip Number 4
Apply through our website! We make it easy for you to find roles that match your skills. Plus, it gives us a chance to see your application directly and get you in front of the right people faster. Don’t miss out!
We think you need these skills to ace 2nd Line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Technician role. Highlight your experience with Microsoft environments and any relevant certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for IT support and how you can contribute to our team. Don’t forget to mention your experience with hospitality systems if you have it – it’ll make you stand out!
Show Off Your Troubleshooting Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing problem-solving in action, so don’t hold back on those success stories!
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 to join our team at StudySmarter!
How to prepare for a job interview at TMB Systems Limited
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows environments and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've faced in the past and how you resolved them.
✨Showcase Your Customer Service Skills
As a 2nd Line Support Technician, communication is key. Prepare examples of how you've effectively communicated with clients or team members, especially during high-pressure situations. Highlight your customer-focused attitude!
✨Familiarise Yourself with Hospitality Systems
If you have experience with hospitality systems like Opera or Micros, make sure to mention it! If not, do a bit of research on these systems so you can speak confidently about them during the interview.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about their support processes, team dynamics, or upcoming projects. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
