2nd Line Support Technician

Job Description

Our client is a family-run, forward‑thinking MSP based in Essex, passionate about delivering proactive, high‑quality technology support to a wide range of local businesses. They pride themselves on being trusted technology partners, helping clients stay secure, efficient and future‑ready.

They are now looking for a 2nd Line Support Technician to join their team. This is a fantastic opportunity for someone with strong technical ability, excellent problem‑solving skills and a genuine passion for improving IT environments. The role is split 50% reactive support and 50% proactive improvements, giving you a varied and impactful workload.

Job Duties

Service Desk (50%)

• Ticket resolution – independently resolving a wide range of client issues, escalating only when necessary
• 95%+ resolution rate – maintaining a consistently high standard of technical delivery
• 12+ ticket resolutions per day – balancing efficiency with quality
• Broad technology support – covering hardware, software, networking and cloud services
• Great people skills – communicating clearly and professionally with clients
• Combined triage and resolution duties – managing tickets from intake through to completion

Proactive Improvements & Maintenance (50%)

• Centralised technology services – helping streamline and standardise client environments
• Automation of manual processes – reducing reactive workload through tools and scripting
• Tool deployment and maintenance – ensuring monitoring, security and management tools are effective
• Improving other delivery areas – analysing recurring issues and implementing long‑term fixes

Benefits

£30k | Mon-Fri, 9-5 | Remote, ideally Colchester-based | Some weekend and evening work required from March – September | Family-run MSP | Opportunities for growth and development | Collaborative, people-focused culture | Client site visits | Purpose-driven organisation with strong industry mission | IT Helpdesk |

Company Description

Applicant Specification

• Ideal candidate will have 3+ years working within an MSP
• Experience with Datto RMM, Autotask and Kaseya Products
• Extremely detailed and process focused
• Clear and process driven communication
• Excellent documentation and people skills
• Understanding that this role will require weekend and evening work where required – particularly between March and September 2026.
• Methodical – Driven – Committed – Independent but will ask questions when unsure – doesn’t keep to themselves.

Website notice: Our website is currently undergoing maintenance, so the online application form is currently unavailable.

To apply for this role, please email your CV to [contact hidden].