ROLE TITLE: Duty Technician / 2nd line support
LOCATION: Hursley 5 days per week
ASSIGNMENT LENGTH: 12 Months
Salary: £48,000 per annum
CLEARANCE: The ideal candidate will have active SC Clearance to be considered
Job Purpose / The Role
Application Support providing Level 2/3 Support on a one-of-a-kind National Critical Infrastructure system working closely with the client, third parties and delivery teams to ensure 99.99% SLA. Working in Live Service, the role provides plenty of variation but at its core will see the applicant working to resolve user incidents from problem diagnosis through to subsequent restoration of Service/implementation of fix.
Role Overview
We are seeking a Duty Technician to support and maintain critical IT services within a complex enterprise environment. This is a hands‑on, operational role focused on incident resolution, transaction tracing, service stability, and stakeholder collaboration, working closely with internal teams, suppliers, and third‑party partners. The successful candidate will act as a technical escalation point, leading troubleshooting efforts, supporting service operations, and onboarding new clients onto supported solutions.
Key Responsibilities
* Monitor, support, and maintain live services, ensuring availability and performance
* Perform transaction tracing to diagnose application, network, or connectivity issues
* Manage incident and problem resolution through to closure, following ITIL processes
* Lead and coordinate technical troubleshooting calls with internal teams and third‑party suppliers
* Work within ServiceNow (SNOW) to log, update, and manage incidents, problems, and requests
* Produce and contribute to service and incident reporting, including root cause analysis
* Collaborate with suppliers and service partners to resolve complex technical issues
* Support the onboarding of new clients onto supported solutions
* Participate in issue resolution sessions and contribute to continuous service improvement
* Ensure adherence to operational processes, security standards, and service KPIs
Essential Skills & Experience
Strong experience with monitoring and incident management tools, including:
* Netcool
* ServiceNow (SNOW)
* SolarWinds
Solid scripting and data skills, including:
* PowerShell
* SQL
* Oracle
Enterprise Networking expertise, including:
* VLANs
* Firewalls
* Packet filtering rules
* IPSec VPNs
Wide Area Networking (WAN) knowledge, including:
* BGP
* SD-WAN
Strong understanding of Web Proxy infrastructure and internet access patterns, including:
* Proxy servers
* SSL/TLS decryption
* Web applications
Proven troubleshooting expertise, with confidence leading incident resolution calls; Comfortable working with external suppliers to resolve connectivity and service issues; Strong communication skills and ability to operate in high‑pressure environments.
Desirable Skills
Experience with AIX.
Exposure to AWS, particularly:
* EC2
* VPC
Working Style & Attributes
* Calm, structured, and methodical approach to issue resolution
* Proactive mindset with a focus on service improvement
* Comfortable operating as part of a rota or duty function (if applicable)
* Strong stakeholder management and collaboration skills
* Willingness to take ownership and drive issues to resolution
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