2nd Line Support Technician

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2nd Line Support Technician – Haywards Heath – Up to £30k

On behalf of our industry-leading client based in Haywards Heath, we are recruiting for a talented 2nd Line Support Technician. As a 2nd Line Support Technician, you will provide a single point of contact and delivery for all staff in relation to IT issues and incidents.

The 2nd Line Support Technician will be responsible for:

  • Proactively deliver and maintain the desktop, telephony, and application infrastructure so that it is supported, and failures minimised.
  • Act as a central point of contact for the key stakeholders for each location.
  • Log, analyse, triage and prioritise all IT Incidents, Problems and Changes received via all communication channels into the team.
  • Ensure that systems/applications/services in their own area run and meet business Service Level Agreement (SLA) targets.
  • Analyse Incident, Problem and Change data to identify the underlying causes and propose resolutions via Service Improvement Plans.
  • Manage, support and coordinate on post-release-critical issues through to successful resolution, working with all parties concerned, including communication to key stakeholders.

The 2nd Line Support Technician will have the following:

  • Have a good understanding and exposure to technologies such as SCCM and Intune.
  • Knowledge and experience of deploying and maintaining hardware builds and applications with Microsoft Endpoint Manager and when required ‘handover’ hardware to new colleagues, asset tracking/recording.
  • A background in maintaining end-user hardware on-site, including laptops, desktops, mobile phones and meeting room technology.
  • Experience in escalation point for 1st line/helpdesk team.
  • Good experience in enterprise software and application support and delivery.
  • Previous experience gained within a technical support environment.


  • Health Cash Plan
  • Flexible working
  • Enhanced maternity and paternity pay
  • An extra day off to celebrate a special day
  • Company pension scheme and group life assurance

How to Apply if you’re Interested in this Job:

If this sounds like your perfect role, click Apply without delay!

Technical Support Technician – Haywards Heath – Up to £31k

Interviewing and onboarding for this role will be going ahead remotely while Covid-19 restrictions are in place.

11 January 2022
IT Support
2nd Line Support
Up to £30k


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