2nd Line Support Technician

Job Purpose.

As a 2nd Line Support Engineer, you will provide advanced technical support for complex issues escalated from the Service Desk. You will diagnose and resolve hardware, software, and network problems, working with internal teams and external partners to minimise business disruption, maintain system performance, and support continuous improvement.

Key Responsibilities

• Provide advanced troubleshooting and support for a range of devices, operating systems, and software applications.
• Diagnose and resolve server and network faults promptly to minimise downtime.
• Perform intermediate administration tasks for phone systems.
• Assist with call logging overflow when required, maintaining a professional telephone manner.
• Manage and escalate 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 and maintain 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.

Knowledge and Experience

• Strong working knowledge of Microsoft 365, Windows 10/11, and Windows Server environments.
• Experience administering core infrastructure services, including Active Directory, DNS, DHCP, Entra ID, Intune, and Azure.
• Experience with device and software deployment solutions, such as SCCM, Intune, and Autopilot.
• Good understanding of networking fundamentals, including TCP/IP, routing, and VLANs.
• Previous Service Desk experience supporting end users, with knowledge of ITIL principles and best practices.
• Familiarity with centrally managed printing solutions.
• Knowledge of Exchange, VMware, Citrix, and enterprise telephony systems would be advantageous.
• Scripting or automation experience (e.g. PowerShell, SQL, or Python) is desirable.
• Strong communication, organisation, and time management skills, with the ability to work both independently and collaboratively.
• Positive, customer-focused approach with a keen interest in technology and continuous improvement.
• Willingness to participate in an out-of-hours support rota.

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

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 for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy

At Carpenters Group, we value diversity and inclusion and welcome applications from all backgrounds. We celebrate individuality and are committed to creating equal opportunities for everyone.