2
nd
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.
· Support project deployments: Wi-Fi upgrades, PMS rollouts, POS implementations, etc.
· 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
Essential:
· 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
Desirable:
· 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:
days per year plus bank holidays