2nd Line Infrastructure Technician

Age Partnership Ltd
£19,000-24,000 circa
21 Apr 2017
20 May 2017
Contract Type
Full Time
Due to our impressive market position, and continued success, an exciting opportunity has arisen for a 2nd Line Infrastructure Technician to join our existing team. You will have responsibility of the day to day end user IT support needs of the company and need to use your technical expertise across a broad range of technologies. You'll need to be able to work well under pressure and have the ability to prioritise a busy workload.

Key outputs

- Second line responsibility for the day to day end user IT support
- Serves as first point of escalation for First Line Infrastructure Technicians and responsible for tickets assigned by such
- Technical expertise across a broad range of technologies
- Offers software/hardware support including for in-house applications
- Carries out more in-depth investigation of problems and root causes
- Liaises with Senior Second Line, Third Line Technicians or Infrastructure Manager for escalations as necessary
- Respond to requests for technical assistance in person, via phone, via the helpdesk software or via email
- Offer advice to end users and first line technicians where necessary
- Follow help desk procedures and ticket handling procedures
- Log all user interaction within helpdesk software
- Responsible for responding to any urgent tickets in unassigned when no first line technicians are available
- Stay current with business application and system information, changes and updates
- Any other ad hoc tasks as and when required by the Infrastructure Manager

Skills & knowledge


- Knowledge of SQL queries and ability to manipulate databases - UPDATE/DELETE/INSERT as a minimum, preferably CREATE/JOIN/filtering also.
- Enterprise IT Knowledge including good level of competency in;
- Active Directory
- Group Policy
- Office 365 inc Powershell
- Virtualisation
- TCP/IP Networking - DNS, ping/traceroute, understanding of existence of vlans / subnets etc
- Strong sense of pride and teamwork and willingness to aid in the success of the team


- Ability to construct SQL queries, write views, create stored procedures
- Knowledge of Microsoft Azure
- Knowledge of phone systems, especially Shoretel
- Any experience with SAN
- General education
- GCSE IT (equivalent) or higher preferred
- Desirable
- Any IT industry qualification, MCSA / CCNA etc
- Further/Higher education qualifications

Location: Leeds

Salary: Circa £19,000-24,000 and competitive benefits package

You may have experience of the following: 2nd Line, 1st Line, DevOps, Infrastructure, Analyst, Technician, 2nd Line Support, SQL, Active Directory, Microsoft, IT, IT Support Technician, 2nd Line Engineer, Desktop Support, Technical.