2nd Line IT Technician

2nd Line IT Technician Job Description Template

Our company is looking for a 2nd Line IT Technician to join our team.


  • To follow and develop ITIL/FITS based processes for Incident, Problem, Change and Configuration Management;
  • Implement and manage a Configuration Management Database to assist with change requests, minimising disruption to the service;
  • Work with third parties as required for new installations, upgrades or escalations;
  • Full UK driving license and own vehicle required to travel between sites;
  • To ensure full compliance with internal helpdesk policies;
  • Work with the Service Delivery Manager to identify any SLA failures and implement processes to prevent future re-occurrence;
  • Managing software updates to ensure systems are secure and supported.


  • Management and deployment of software images through SCCM;
  • Experience of a tier 1 antivirus solution in a networked environment;
  • HP networking (LAN & Aruba WLAN);
  • Excellent working knowledge of Active Directory, Group Policy, TCP/IP, DHCP, DNS & NPS;
  • At least two years’ experience managing Microsoft Office 365;
  • Excellent customer relation skills;
  • Practical knowledge of configuring and managing network infrastructure;
  • At least three years’ experience managing VMware;
  • Excellent written and verbal communication skills;
  • Experience of a network monitoring solution to proactively monitor key systems and service.