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2nd line IT Support Technician

We are seeking a 2nd line IT Support Technician to maintain and support the IT systems within the business, minimising downtime and providing 2nd line IT Support across the business to all our members.

Although remote working will be offered, presence at our Head Office locations in Redditch, Worcestershire and Cardiff, Wales will be crucial at times.

The salary banding for this role will be a range of £25,000 to £30,000 per annum.




Responsible to
IT Director
Tuesday March 8, 2022
Key Duties


  • Ensure relevant equipment, system access and training is delivered to employees as part of ICT induction process
  • To provide a service level guarantee of 24 hour response times to helpdesk
  • Ensure own CPD and professional competency is maintained
  • Strive to maintain positive working relationships across the team
  • Maintain a flexible approach to support your team and the wider business

Quality & Compliance:

  • To maintain an adequate, accurate asset inventory of all equipment within the business
  • To maintain the availability of equipment for staff offering same-day replacement equipment or next day delivery.
  • Maintain core MIS system & infrastructure downtime at less than 2%
  • Monitor backups daily and perform complete backup restoration every three months
  • To maintain an annual Cyber Essentials Plus accreditation
  • To complete annual ISO 27001 audits in line with schedule and eliminate any re-occurring non- conformances
  • Keep up to date with and adhere to company policies and procedures at all times
  • Demonstrate a commitment to safeguarding. Playing your part to protect colleagues and learners against all types of bullying, radicalisation or abuse
  • Take responsibility for the protection of data in line with policies and procedures


  • To contumely evaluate system performance and provide recommendations for IT improvement Liaise with various external contractors and departments within the business to ensure effective and thorough communication
  • Promote a positive and professional image of the company and all of the services it delivers through excellent customer service
  • To demonstrate and uphold the company values, creating a great place to work for all


  • Contribute positively to the growth of the business by controlling costs
Skills and Experience


  • Competent in the use and purpose of technology with strong IT skills in Microsoft office, learner management systems and Virtual learning environments 
  • Planning and organising 
  • Experience of leading and coordinating the delivery of operational work packages/projects 
  • Ability to provide excellent customer service 
  • Excellent communication skills 
  • Basic GPO understanding. 
  • Troubleshooting and supporting Windows operating systems, Microsoft Office products, desktop and laptop hardware 
  • Sound understanding of operating system security principles


  • Minimum of 2 years’ experience of working in a IT support role 
  • Good understanding of IT security 
Qualifications and Behaviours


  • Level 2 English and maths 
  • Microsoft Windows Server Administrator (2008 or later)  
  • Level 3 Infrastructure Technician (or equivalent level) 
  • Office 365 administration 
  • Virtualization Technologies – Hyper-V 
  • Smart Assessor administration 
  • VTiger CRM administration 
  • Formal IT qualification, ideally MTA/MCSA/MCSE/CCNA or similar


  • To be accessible to team members and work in a supportive manner  
  • Ensure an inclusive approach to decision making 
  • Ensure all employees are treated fairly and without prejudice 
  • Take an empathic approach to managing the skills and development of employees 
  • Respond to employees request efficiently and within a timely manner

Due to the nature of work and the stakeholders we work with, we follow strict safer recruitment practices to include references, DBS and behaviour interviews coupled with competency CV and qualification checks. Furthermore, all roles are subject to an enhanced DBS upon successful employment.

This vacancy has now expired, please see all our current vacancies below


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