IT Support (2nd/3rd Line)

Location: Coleford

Salary: £26k - 29k per year

Type: Permanent

Closing Date: 30/04/2021

The primary duty will be responding to user queries and help requests, which can arrive through the IT help desk, by email, or by phone.       
The IT Support Technician will gather information related to incidents or issues, then determining the root cause and implementing resolutions to resolve the user’s issues.

The role will also manage incoming requests and escalate to other members of the IT team when required.

The escalation of requests and issues will be based on the complexity of the issue or where the problem is outside the field of expertise.  Escalations will include notes related to the problem, records of unsuccessful solutions, and any data they have gathered related to the user’s problem.

Additionally, the role will be responsible for managing and delivering mini projects as part of the development of the company’s IT infrastructure.


Key Responsibilities:

  • Supporting internal users across the UK and global offices with software and hardware issues, and service requests.
  • Install, maintain, upgrade and support of applications.
  • Prioritising and managing several open support cases and mini projects at one time.
  • Active Directory administration.  user account creations, modifications, account removals, computer management, security, access rights, etc.
  • Build and deployment of desktops, laptops, and initial system training for new users.
  • Basic Network administration, TCP/IP and general WAN/LAN trouble shooting.
  • Contribute to the development of polices, processes and procedures.
  • Installing of patches and anti-virus updates.
  • Administration of backups and restores


Qualifications & Experience:


  • An up-to-date and comprehensive knowledge of IT Systems
  • Technical knowledge and experience of desktop operation systems: Windows 7/8/10
  • Technical knowledge and experience of server operation systems: Windows Server 2016, 2019
  • Active Directory administration.
  • Demonstrable experience of providing hardware support/troubleshooting (PCs, laptops, printers, multi-function devices).
  • Demonstrable experience of providing business critical software support (MS Office, Engineering software’s, Web browser etc.)
  • Demonstrable experience of hardware builds (Desktops, Laptops, Tablets and Mobiles)
  • Internal customer service including helpdesk/IT support environment.
  • Full driving licence


  • Relevant IT qualification
  • Previous demonstrable experience of training users in IT systems and packages
  • Advance skills on Virtualization VMware.
  • Advance networking skills/experience (Switches, Routers, IP Addressing etc.)
  • Backup software knowledge Veeam etc


Salary£26k - 29k per year
Job ReferenceLM66
Contract TypePermanent
Closing Date30/04/2021
Regional OfficeCheltenham
Date Posted23/04/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant


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