Position: 2nd Line IT Service Technician Salary: £30,000 to £32,000 Hours: 8:30 to 5:30pm | Monday to Friday Location: Finedon (with onsite customer visits) About Us Dufeu IT Solutions Ltd is a successful, forward-thinking and motivated business based in Finedon. We are recruiting a 2nd Line IT Service Technician to join our team on a full-time, permanent basis. We are an award-winning Managed Service Provider delivering IT, Cyber Security, VoIP Telephony, Print and Business Mobile services. We support more than 100 businesses nationwide and pride ourselves on excellent customer and employee satisfaction. You will be joining a group of professional, like-minded individuals who work collaboratively to achieve company goals. Purpose of the Role The 2nd Line Technician plays a key part in delivering high-quality technical support across customer environments. You will resolve more advanced technical issues, complete scheduled and reactive onsite visits, support Line Onetechnicians, and ensure that customers receive a reliable,friendlyand consistent service experience. Onsite responsibilities are shared across the service desk and may include diagnosing network, printing, connectivity, device, telephony and hardware issues, alongside general troubleshooting work that requires a hands-on presence. A full UK driving licence is required. Continuous Improvement and Career Progression We are committed to continuous improvementboth in how we deliver service to customers and in how we support your professional growth. We will design a structured development programme for the successful candidate, aligned to your current capability and future career goals. A supported onboarding plan covering our toolset, standards, customer environments and ways of working. Regular 1:1s and performance check-ins with clear objectives and development actions. Targeted technical training and hands-on learning opportunities, including supported certifications where appropriate. Exposure to a broad range of customer technologies to build depth across Microsoft 365, networking, servers and security. Opportunities to contribute to service improvements (SOPs, automation and process refinement) and progress within the service team as your capability grows. Key Responsibilities (but not limited to): Technical Support and Onsite Troubleshooting Resolve 2nd Line incidents across servers, endpoints, networks, telephony and customer infrastructure. Attend customer sites for hands-on troubleshooting, hardware replacement, connectivity issues, device setup, network checks and general technical faults. Provide guidance and escalation support to Line One and onsite technicians when workloads increase or additional expertise is needed. Deliver excellent customer service, communicating clearly and maintaining a calm, professional approach. Systems Administration and Documentation Maintain accurate customer network, device and configuration documentation. Create and update Standard Operating Procedures to support the wider service desk and record detailed notes for all incidents and service requests to ensure effective knowledge sharing. Hardware, Networks and Operational Tasks Manage equipment returns and warranty processes including RMA handling. Support maintenance of operational frameworks and management systems including ISO 9001 and ISO 27001 requirements. Carry out tasks with a strong focus on information security and data protection. Microsoft 365 and Modern Workplace Support Assist with user administration for Microsoft 365 services such as Teams, Exchange Online, SharePoint and Entra ID. Support endpoint management activities including device builds, updates and policy compliance using modern tools. Troubleshoot user-related issues across laptops, desktops, mobile devices and core applications. Essential Skills and Qualifications Full UK driving licence. Previous experience in a customer-facing IT support role. Confident communicator able to explain technical issues in plain English. Strong troubleshooting skills across Windows devices, networks, peripherals, printers and common SME infrastructure. Working knowledge of Microsoft 365 user administration. Familiarity with Windows Server and domain services. Ability to learn quickly, organise workloads and work collaboratively as part of a team. Excellent customer focus and a commitment to delivering a consistent, high-quality service. Desirable Skills E xperience working within a Managed Service Provider. Awareness of cyber security best practice. Understanding of switches, firewalls, WiFi and basic networking fundamentals. Experience with remote monitoring and management tools. CompTIA, Microsoft or similar certifications. Alignment with Company Values Respectful treating colleagues and clients with courtesy and professionalism. Accountable taking ownership of responsibilities and outcomes. Team Player contributing positively to team dynamics and shared goals. Versatile adaptable to change and open to learning new skills. Inspirational bringing energy, positivity, and a can-do attitude to the workplace. Have Fun embracing a positive work culture and contributing to a supportive and enjoyable environment. Benefits Royal London Pension Plan. Team social events and company nights out. Employee of the Quarter rewards. Potential for agreed remote working. Company bonus scheme