2nd Line Support Technician - Greater London
2nd Line Support Technician – Greater London based
A fantastic opportunity has arisen for a 2nd Line Support Technician to join a well-established, fast paced and expanding business providing best in class support services to hospitality clients.
Are you a passionate, highly motivated, and experienced 2nd Line Support Technician with a strong background in maintaining and supporting IT infrastructure? Are you looking to take the next step towards progressing your career? Would you be interested in joining a progressive, market leading company that will invest in you and support your IT career for the long-term?
Role Overview
As a 2nd Line Technician, you will act as an escalation point for the 1st line team, providing advanced troubleshooting and technical support. You’ll work across a wide variety of systems and technologies, supporting everything from POS systems to property management systems (PMS), guest Wi-Fi networks, and back-office infrastructure. You’ll also liaise with vendors, participate in project rollouts, and ensure our hospitality clients remain operational 24/7
Key Responsibilities
* Provide advanced technical support via phone, remote tools, and occasional on-site visits.
* Diagnose and resolve issues related to Windows servers, desktops, networks, and hospitality-specific applications.
* Escalate complex problems to 3rd line or vendor support when needed.
* Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
* Maintain thorough documentation in the ticketing system (e.g., customer configs, resolutions, asset info).
* Assist with onboarding of new clients, including audits, handovers, and migrations.
* Contribute to knowledge base articles and training materials.
* Provide mentorship to 1st line technicians when necessary.
* Participate in the on-call rota for out-of-hours emergency support (where applicable).
Skills & Experience
* 2+ years in a 2nd line support or similar role within an MSP or fast-paced IT environment.
* Strong troubleshooting skills with Microsoft environments (Windows 10/11, Azure, Windows Server 2016/2019/2022).
* Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
* Experience with Microsoft 365 (Exchange, Teams, SharePoint, Azure AD).
* Experience with RMM tools, ticketing systems, and remote desktop software.
* Clear communication skills with a customer-focused attitude.
* Ability to prioritize and manage multiple tasks under pressure.
* Based in Greater London
* Driving license and passport required for site visits across London / UK and potentially Europe
* Experience with hospitality systems (e.g., Opera, Micros, RoomMaster, Guestline).
* Familiarity with guest Wi-Fi platforms, VoIP systems, and hospitality CCTV solutions.
* Certifications such as CompTIA Network+, Microsoft MCP/MD-102, or Cisco CCNA.
* Experience working in an ITIL-based environment.
Working Hours: Monday to Friday 8am to 5pm
Salary:£30,000 - £33,000 DOE + on call + performance bonuses up to £3k per year + benefits
Holiday:25 days per year plus bank holidays
Seniority level:Mid-Senior level
Employment type:Full-time
Job function:Information Technology
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