2nd Line IT Support Technician

2nd Line IT Support Technician

Role: 2nd Line IT Support Technician

Salary: £25,000 – £30,000 per annum depending on experience

Location: Liverpool

Our client offers a wide range of business services & solutions.

The role:

Summary of role

Based in the Liverpool office working with other members of the IT team I the London head office or any of the other business sites, the IT Support Technician provides users of the business domain first and second-line support.

The IT Support Technician is also responsible for the management, configuration and day-to day maintenance of numerous software and hardware systems, hence the essential and desirable technical proficiencies below.

Main Duties and responsibilities

  • Support of thee IT network servers, workstations and other hardware, in particular:
  • Installation and commissioning of Laptops, PCs and peripherals,
  • Installations, configuration and ongoing maintenance of server and client-side software,
  • Continuous monitoring of IT systems; prioritising and addressing any problems that may occur,
  • Occasional first-line technical support of software and hardware to users, in particular when covering the IT Service Desk Technician absence,
  • Department housekeeping and administration duties (keeping IT areas tidy and secure and in general be aware of security).
  • Second – line technical support to other back office teams
  • Liaising with and overseeing third-party service providers

The successful candidate:

Skills and Experience

A successful candidate must demonstrate the following skills or qualities:

  • Attention to detail
  • Good verbal and written communication skills; in particular when discussing and explaining technical subjects with non-technical staff,
  • Very strong problem-solving skills,
  • Capable working alone and as part of a team,
  • Able to produce and maintain documentation for users an IT staff,
  • Able to plan, manager and deliver projects and to produce work deadlines,
  • Familiarity with the Data Protection Act (2018), the General Data Protection Regulation (2016/679) and the principles defined therein.

Technical Proficiencies


The company employs a variety of technologies in its IT infrastructure, experience with following is essential:

  • Microsoft software
    • Windows server (specifically 2008 R2 and 2016)
    • Windows 7 & 10 (Enterprise)
    • Microsoft Office ( including 2013, 365, etc.)
    • Communication systems (i.e. Exchange 2010 and skype for Business server & client )
    • Active Directory & Windows domain management ( including system policies)
    • Knowledge of SQL and its implementation in Microsoft SQL Server ( 2008+), including administration tasks such performing backups,, restores execution of queries, changes to security profiles, etc.
    • Wed Server technologies (Microsoft IIS, Apache HTTPd
    • (re-) Configuration of Cisco Firewall & Switch technologies, using both the command line and graphical user interfaces,
    • Strong comprehension of the following fundamental concepts: TCP/IP, DNS, DHCP, HTTP, HTTPS including SSL/TLS,



In addition to the essential proficiencies listed above, some experience or familiarity with the following would be desirable:

  • General
    • Microsoft System Centre
    • Service Desk software (e.g. support helpdesk)
    • Backup software (VEEAM, Backup-Exec)
    • VOIP Telephony ( In particular Avaya)
      • Server-side (Provision of DDIs, Call Routing e.t.)
      • Network-level (patching and understanding of PoE)
      • Client-side (connection and use of headsets, etc)
  • Server and Virtualisation platforms:
    • EMC SAN Solutions,
    • VMWare, vSphere (or equivalent, e.g. VirtualBox, Hyper-V)
  • LAMP based software and services, such as:
    • Ubuntu Server
    • Apache HTTPd & Tomcat servlet container
    • Blind9 DNS Service
    • MySQL
  • Familiarity with the OSI model and how it pertains to telecommunication and computer systems.

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