About Apogee
With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact. As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting‑edge innovation backed by market‑leading service operations.
2nd Line Support Technician
Role Overview
You will be a vital escalation point within our tiered support model. Working closely with 1st Line teams and collaborating with 3rd Line EUC specialists, you will resolve complex technical issues, support infrastructure improvements, and contribute to meaningful IT projects. This hands‑on role prioritises customer experience and technical capability, ensuring IT services run smoothly through proactive maintenance, careful change control, and clear documentation while building trusted relationships with public sector stakeholders.
Responsibilities
* Act as an escalation point for technical issues that cannot be resolved by 1st Line support
* Collaborate closely with 3rd Line teams on complex incidents, problem management, and projects
* Support and maintain customer IT infrastructure, including regular patching and software updates
* Follow robust change control processes and produce clear, accurate documentation
* Assist with IT projects such as infrastructure changes, deployments, and client onboarding
* Provide professional support via phone, email, and self‑service portals
* Accurately log and update tickets to meet agreed service level agreements (SLAs)
* Participate in an on‑call rota, no more than one week in every four
* Invest in your own development through training, learning, and professional certifications
Working Pattern
Monday to Friday, 08:30 to 17:30, with a one‑hour lunch break. The role offers flexibility to work from home, typically two days per week for a five‑day working week.
Essential Experience and Skills
* Proven experience with Microsoft 365 and Azure, including Intune and Entra
* Strong understanding of End User Compute environments
* Experience supporting Windows 10 and Windows 11 devices at scale
* Confident working in Hybrid Active Directory environments
* A good general understanding of IT security best practice
Desirable Experience
* Microsoft Endpoint Manager (SCCM), task sequences, application packaging, and device management
* Public sector or large enterprise environments (5,000+ users)
* Microsoft Windows Server technologies – AD, Group Policy, DNS, DHCP, RDS
* Exchange Online and broader Microsoft 365 services
* Networking fundamentals including VLANs, routing, and WiFi
* Familiarity with Sophos, Meraki, or Ubiquiti technologies
Benefits
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
* 2 paid days off per year for voluntary work to support our local communities
* Staff Reward Scheme
* Pension scheme
* Life assurance 4× salary
* Sponsorship for professional development and memberships
* Employee Assistance Programme, including financial wellbeing support
* Mental health first aider support programme
* Cycle2Work scheme
* Discounted Gym Membership
* Eye care voucher scheme
* Free flu vaccinations
* Employee social events and recognition activities throughout the year
* HP Employee discount programmes
* Mobile phone discounts
Equal Opportunity Employer
We are a proud equal opportunity employer. We welcome applications from all backgrounds, including those with a criminal record (subject to the Rehabilitation of Offenders Act 1974). We actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief.
Additional Information
Basic Disclosure and Barring Service (DBS) check is required. SC clearance is also required, which includes a basic criminal record check. We support flexibility and accessibility; please include any requested adjustments in your application. We are proud to support the Armed Forces community and hold a Bronze Award in the Armed Forces Covenant.
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