2nd Line Support Technician

1st Line Support Technician Carpenters Group is recruiting a 2nd Line Support Technician to join our IT team. Job Purpose As a 2nd Line Support Engineer, you will provide advanced technical support and incident resolution for complex issues escalated from the Service Desk. This role involves diagnosing and troubleshooting hardware, software, and network problems, ensuring minimal disruption to business operations. You will work closely with internal teams and external partners to deliver timely solutions, maintain system integrity, and contribute to continuous improvement initiatives. Key Responsibilities Provide advanced troubleshooting and support for devices, operating systems, and software applications. Diagnose and resolve server and network faults to minimise downtime. Perform intermediate administration tasks for phone systems and assist with call logging overflow when required. Manage and escalated all ticket types in line with service level agreements. Document recurring issues and maintain system best practice guidelines. Conduct regular system health checks to ensure continuous and reliable operation. Undertake project work as directed by the IT leadership team. Complete tasks in accordance with agreed targets and KPIs. Support and maintain Microsoft Intune, Azure services, and Entra ID (Identity and Access Management). Administer hosted virtual machine platforms, including Citrix and VMware. Action security-related requests, including updates to Web Application Proxy configurations, permissions, and access controls. Handle time-sensitive and confidential requests with professionalism and discretion. Experience & Knowledge Strong knowledge of Microsoft Office 2016/O365 and Windows 10/Windows 11. Proficient in Windows Server technologies (2016/2019/2025). Skilled in Windows infrastructure administration, including DNS, DHCP, and Active Directory. Working knowledge of Microsoft Entra, Intune, and Azure services. Experience with software deployment tools such as SCCM, Intune, Autopilot, and third‑party solutions. Solid understanding of networking fundamentals (TCP/IP, routing, VLANs). Familiarity with Service Desk operations and administration. Knowledge of centrally managed printing solutions. Beneficial experience with Exchange 2016/Exchange Online, VMware vCenter 7.0, and Citrix XenDesktop 7. Telephony experience advantageous (Avaya Aura, Teams Direct Routing). Scripting or programming experience beneficial (PowerShell, SQL, Python). Understanding of Service Desk best practices and ITIL principles. Previous experience in a Service Desk environment supporting end users. Ability to work independently with strong attention to detail and task ownership. Collaborative team player with excellent time management skills. Professional appearance and a warm, positive personality. Effective communicator, able to adapt style to suit the audience. Keen interest in technology and continuous improvement. Willingness to participate in out‑of‑hours support rota. About Us Carpenters Group has provided legal and insurance services across the UK for over 30 years. We have grown into a 1,500‑person‑strong team of insurance professionals, legal experts and corporate services professionals across seven offices. We work with household name insurers to deliver fully outsourced claim solutions and offer expert legal support. Our core values underpin how we behave – a positive, informal environment that encourages teamwork and performance. Benefits 25 days’ holiday plus bank holidays. Hybrid working model. Holiday buy and sell. 2 x volunteering days to support charitable initiatives. Matched giving – up to £250 matched for personal charity fundraising. Medicash cash plan – claim back dental/physio/optical appointments. Medicash App – access to digital physiotherapy, skin cancer screening and wellbeing tools. Discounts and cash back on travel and shopping through Medicash extras. Life assurance scheme (4 × salary). Pension scheme. Active network of wellbeing champions – mental health support. Training and development opportunities. Funded social events to connect with your colleagues. Dress for your day policy. Diversity & Inclusion Carpenters Group believes in equal opportunities for all and welcomes applications from everyone. We celebrate difference and are an inclusive workplace. #J-18808-Ljbffr