Full job description2nd Line Service Desk Technician
£30,000 – £35,000 | Swindon | Hybrid Working


You know the feeling when you’ve finally cracked an issue that’s been baffling everyone else?


That’s the sort of work you’ll enjoy here.


This is a true 2nd Line role where troubleshooting, investigation and ownership are valued just as much as technical knowledge.


You’ll be the person people turn to when the easy fixes have already been tried. The engineer who enjoys getting to the root of a problem, finding the answer, and seeing it through to the end.


If you enjoy solving technical challenges, working across a broad Microsoft environment, and building genuine relationships with customers, this could be a great next step.




What’s in it for you?
*Salary: £30,000 – £35,000
*Location: Swindon
*Hybrid: A mix of office and home working
*Technology: Microsoft 365, Windows, Windows Server, networking, cloud services, security, backup and more
*Variety: Support a wide range of customers across different industries
*Development: Ongoing training and clear opportunities to broaden your technical skills
*Benefits: 25 days holiday plus bank holidays, birthday off, buy/sell holiday scheme, enhanced pension, life assurance, wellbeing support, training academy, regular company events and more




What’s the role really about?


This is much more than simply picking up escalations.


You’ll become a trusted technical contact for your customers, taking ownership of issues from start to finish and making sure they’re resolved properly.


One day you could be troubleshooting Microsoft 365.


The next, investigating server issues, resolving networking problems, or helping a customer get back online after an unexpected outage.


No two days are quite the same.




What you’ll be doing
*Providing 2nd line technical support across a broad range of customer environments
*Troubleshooting Microsoft 365, Windows, server, networking and cloud-related issues
*Taking ownership of incidents and service requests through to resolution
*Supporting users remotely and occasionally onsite when required
*Creating and maintaining clear technical documentation
*Working closely with colleagues to share knowledge and resolve more complex issues
*Delivering a high standard of customer service on every interaction
*Continuously developing your technical knowledge across new technologies


What you’ll bring
*Experience in a 2nd line IT support role
*Good knowledge of Microsoft technologies, including Microsoft 365 and Windows environments
*Understanding of Windows Server, Active Directory, DNS, DHCP and networking fundamentals
*Strong troubleshooting and analytical skills
*Excellent communication and customer service skills
*A proactive approach and genuine sense of ownership


Experience within an MSP would be beneficial, but it isn’t essential. If you’ve developed strong 2nd line skills in an internal IT environment and enjoy working across a broad range of technologies, we’d still love to hear from you.




The kind of person who’ll thrive here


You don’t like leaving problems half solved.


You enjoy the challenge of working things out.


You’re organised enough to juggle multiple priorities, but calm enough to keep your head when something urgent lands in your queue.


Most importantly...


You care about giving customers a great experience, not just closing another ticket.




Why this role?


Some support roles become repetitive.


This one won’t.


You’ll work across a varied technology stack, support a wide range of customers, and continue developing your technical skills in a collaborative environment where curiosity and problem-solving are genuinely valued.


If you’re looking for a role where you’ll keep learning, keep growing, and make a real difference every day, this could be exactly what you’re looking for.




Interested?
Send your CV to bob . bath @ mexasolutions . com