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01206 984042

2nd Line Support Technician

  • Colchester (Remote Working)
  • £30k
  • Mon-Fri, 9-5
  • Permanent
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Job Description

‘Recruiting for your future success’

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 processed focussed
  • 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.
Contacts

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our upmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.

If you are interested in the role and have further questions, please don’t hesitate to call us on 01206 984042 to speak to one of our team members confidentially.

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