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2nd Line Support Technician



West Midlands


The Role:

Good Work Partners is pleased to announce that they are working with a fast-growing MSP IT company who are looking for a 2nd Line Technician / Solutions Architect to join their growing team. This company is fast growing, agile and staff focused who are constantly evolving, therefore looking for a dynamic and adaptable individual to join their ranks.



  • Providing end user support, both internally and to customers via telephone and on-site
  • Providing technical support through a customer’s on boarding process
  • Attending customer sites, as required
  • Keeping customers regularly updated on open tickets
  • Notifying customers of impending changes / agreed outages
  • Escalating service or project issues that cannot be completed within agreed service levels
  • Completing scheduled tickets in a timely manner and recording time spent on tickets accurately
  • Ensuring all tasks are completed within the parameters and guidance of our ISO 27001 standard
  • Updating customer documentation via our CRM



  • Two years+ experience as an IT Engineer working within an MSP environment.
  • Working knowledge of the Microsoft 365 cloud, Exchange Online, OneDrive, SharePoint and Teams
  • Excellent working knowledge of Microsoft client operating systems and applications (Windows client, MS Office)
  • Network troubleshooting skills with routers, firewalls, switches, and WAN connectivity.
  • Knowledge of Cisco, Ubiquity and SonicWALL firewalls would be beneficial.
  • Strong working knowledge of Microsoft server products, including Microsoft Server, Hyper-V, Microsoft Exchange, SQL Server
  • Strong working knowledge of HPE Servers and associated devices/peripherals
  • Knowledge/experience of virtualisation technologies is a distinct advantage.
  • Associate or professional certifications (Microsoft, Cisco) are desirable Exceptional communication skills.
  • The ability to work in a team and communicate effectively.
  • Awareness of the organization’s key products/services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated, with the ability to work in a fast-paced environment and deal with change/pressure when it arises


The Offer:

  • 21 days holiday rising for every year served to a maximum of 26
  • Pension scheme
  • Healthcare & Wellness plan, on passing probation
  • Employee Assistance programme, on passing probation
  • Employee Discount Scheme, on passing probation
  • Private Medical Care, available after two years’ service 
  • Life Assurance, available after two years’ service