2nd Line IT Support Technician Ilkley - Office based Up to £35,000 per annum Join a Collaborative MSP Team in Ilkley. Our client is looking for a 2nd Line IT Support Technician to join a growing MSP. This is a varied, hands-on role where you’ll support local businesses across a range of technologies – from Microsoft 365 and networking to on-site troubleshooting and project work. If you’re a team player who enjoys learning, problem-solving, and building relationships with clients, they would love to hear from you. Job Overview Our client is passionate about providing cutting-edge IT solutions that empower businesses across West and North Yorkshire. As a Managed Service Provider (MSP) with a proven track record of excellence, they specialise in creating tailored IT services for small and medium-sized businesses, helping them operate efficiently and securely. Their approach is built on trust, collaboration, and delivering exceptional service. By joining a close-knit team, you’ll be part of a company that values innovation, flexibility, and the people behind the technology. If you thrive on solving complex problems, supporting businesses to grow, and working as part of a dynamic and collaborative team, this is the opportunity for you. In this role, you will take on responsibilities spanning 1st, 2nd, and 3rd Line support, ensuring seamless service for their clients. This includes resolving everyday technical issues, tackling more advanced problems, and leading impactful IT projects. Key Responsibilities Client-Centric Support Across All Levels: Provide expert 2nd and 3rd Line support, resolving escalated and complex technical issues with a focus on client satisfaction. Contribute to 1st Line support when required, answering calls, assisting with basic queries, and ensuring smooth day-to-day operations. Build strong, trust-based relationships with clients, delivering both remote and on-site support. As part of a small and agile team, you’ll need to be flexible and willing to help wherever needed – whether that’s troubleshooting an urgent network issue, assisting with 1st Line support, or stepping in on a client project. Technical Expertise: Administer and manage Microsoft 365 environments, including user accounts, security, and policy configurations. Troubleshoot and maintain network infrastructure, including VLANs, firewalls, Meraki, and Ubiquiti devices. Support and maintain Windows Server operating systems, including Active Directory, DNS, and Group Policy. Ensure robust disaster recovery and backup solutions. Project Leadership: Lead IT projects, including Microsoft 365 migrations, SharePoint implementations, and infrastructure upgrades – from planning through to execution. Collaborate with the team to enhance internal systems and processes, promoting greater efficiency. Knowledge Sharing: Contribute to the internal knowledge base by documenting best practices and innovative solutions. Stay current with the latest IT advancements and bring forward ideas to enhance their client offering. Qualifications & Experience Essential Skills: At least 3 years of hands-on IT support experience in an MSP environment. Strong expertise in: Microsoft 365 (user management, tenant migrations, security policies, Entra, Intune, and Defender); Windows Server OS (Active Directory, DNS, Group Policy); Network setups and troubleshooting (including VLANS, firewalls, and wireless infrastructure). Familiarity with tools like HaloPSA and Datto RMM. A full UK driving licence. Desirable Skills: Certifications such as Microsoft or CompTIA (e.g., A, Network, Security). Knowledge of Meraki and Ubiquiti devices. Experience with ITIL frameworks or similar service management practices. Personal Attributes: A proactive, adaptable mindset with a focus on collaboration and client care. Excellent communication skills, with the ability to clearly explain complex technical issues. Strong organisational skills, with the ability to manage competing priorities and remain calm under pressure. A strong team player willing to get stuck in and help wherever needed. Why Join? This is more than just a job – you’ll discover a place where your contributions matter and your professional growth is prioritised. Here’s what they offer: Competitive Salary: Up to £35,000 based on experience. Professional Development: Access to training, certifications, and the tools needed to advance your career. Invest in people: Whether it’s through certifications, mentorship, or providing you with exposure to a variety of technologies, they will help you grow your career. Supportive Environment: A collaborative and friendly team culture where your ideas and input are valued. Generous Holiday Entitlement: 31 days per year (including bank holidays), with an additional 2 days after 2 years of service. Work-Life Balance: Alternating shifts with minimal out-of-hours requirements to ensure a healthy balance. Employee Perks: Bonus schemes and access to productivity tools, such as ChatGPT Pro. Work in a fantastic location: With scenic views of Ilkley Moor and a 10-minute walk to the town centre. A relaxed, friendly work environment: With a strong team spirit and no corporate bureaucracy. Working Conditions Due to the nature of this role and our client’s commitment to responsive client support, this position is on-site only, with no remote working arrangements. This role is primarily office-based, with occasional on-site visits for installations or critical issues, occurring approximately 1–2 times a week. Occasional out-of-hours work may be required to complete tasks that cannot be completed during regular working hours. Working Hours The support desk is open from 8 AM to 5:30 PM, Monday through Friday. Technicians alternate between two shifts, working from 8:00 AM to 4:30 PM and 9:00 AM to 5:30 PM on a weekly basis.