Salary: £20,500 - 48,500 per year Requirements: Strong analytical and problem-solving skills, with a proven ability to diagnose and resolve complex technical issues under pressure Exceptional communication and interpersonal skills, enabling effective collaboration with both technical and non-technical teams High attention to detail and strong organisational abilities, with the capability to manage multiple priorities while delivering accurate, high-quality outcomes within agreed SLAs and in line with ITIL framework standards Solid understanding of IT Service Management principles and hands-on experience using ITSM ticketing systems Technical proficiency across a range of modern enterprise technologies, including: - Microsoft Exchange Online - Citrix Virtual Apps and Desktops - Microsoft Endpoint Manager (Intune) - Azure Active Directory - Advanced anti-malware tools such as Microsoft Defender for Endpoint - Enterprise cloud storage and backup technologies (e.g., Azure Storage, cloud-based backup platforms) - Strong working knowledge of Windows 11 and Microsoft 365 applications - Solid understanding of core networking principles, including diagnosing and resolving connectivity issues across wired, wireless, and VPN environments At least five years of hands-on experience in 2nd Line IT Support, demonstrating a deep understanding of complex technical challenges and a consistent track record of delivering effective solutions in dynamic, fast-paced environments Responsibilities: Act as the primary technical escalation point for complex IT incidents, applying advanced troubleshooting across hardware, software, and network environments to resolve issues beyond 1st line capability, in line with ITIL incident management principles Perform comprehensive diagnostics using specialist tools and methodologies, ensuring thorough root cause analysis and effective resolution in alignment with ITIL problem management practices Manage and document all service tickets within the IT Service Management (ITSM) platform, maintaining detailed and accurate records of actions, resolutions, and follow-ups to support audit, compliance, and service reporting requirements Ensure timely resolution of incidents and service requests within agreed SLAs, prioritising tasks based on business impact and urgency, while consistently adhering to ITIL framework standards Collaborate proactively with 3rd line IT teams and technical specialists, ensuring seamless escalation and resolution of highly complex technical issues, while promoting knowledge transfer and contributing to the organisations knowledge-management objectives Deliver targeted training and technical guidance to end-users and junior IT staff, enhancing system competency and reinforcing adherence to organisational IT standards and security protocols Consistently maintain, review, and enhance technical documentation, user guides, and knowledge bases to ensure accuracy, relevance, and accessibility Keep all materials up to date to support operational excellence, streamline future troubleshooting, and align with ITIL knowledge-management best practice Proactively analyse support trends, system performance data, and recurring incidents, recommending and implementing continuous service-improvement initiatives to optimise delivery, increase efficiency, and strengthen the organisations ITIL-driven service-excellence culture Conduct both remote and on-site support activities, including building, configuring, and installing hardware and software to meet operational and business requirements Technologies: Active Directory Azure Citrix Cloud Hardware Support ITIL ITSM Microsoft 365 Network Security VPN Windows Office 365 PLC More: At South West Water, we are committed to providing safe, reliable drinking water and wastewater services across some of the UKs most stunning landscapes. As part of the Pennon Group, a leader in the UK water sector, we are working towards a greener future through initiatives such as planting 300,000 trees and restoring peatlands. We offer a dynamic workplace where you can shape your career, with a generous holiday allowance, local incentives, subsidised on-site Costa, training and development opportunities, and various employee benefits, including a competitive pension scheme and access to discounts. Join our team today and help us make a splash! last updated 6 week of 2026