2nd Line Support Technician

at  Device Doctors

ABOUT US

Device Doctors is a fast-growing IT services provider, delivering tailored solutions to local businesses, schools, and home users. Our mission is to equip organisations with reliable, hassle-free IT solutions, allowing them to focus on what they do best.
We’re a small business with big ambitions, and we’re looking for an enthusiastic, adaptable, and driven 2nd Line IT Support Technician to join our team. If you’re currently working in IT support and looking for a role where your input makes a real difference—where you can bring your experience to shape how things are done, contribute new ideas, and help drive our growth—this could be the perfect opportunity for you.
As we continue to expand, you’ll have the opportunity to focus primarily on business IT support, while also gaining hands-on experience with hardware repairs and customer service, assisting home users when needed. The variety of the role means no two days will be the same, making this an exciting and rewarding position.

ESSENTIAL SKILLS & EXPERIENCE:

• Proven experience in 1st/2nd line IT support, ideally within a Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft 365, SharePoint, and Teams administration.
• Experience with networking fundamentals, including firewalls, routers, and VPNs.
• Excellent problem-solving skills with the ability to diagnose and resolve hardware/software issues efficiently.
• Strong communication and interpersonal skills, with a customer-first approach.
• A proactive mindset with the ability to take ownership of tasks and projects.
• A full UK driving licence and willingness to travel to client sites when required.

DESIRABLE SKILLS:

• Experience with Microsoft Intune and cloud security solutions.
• Familiarity with Cisco Meraki or Unifi networking solutions.
• Hands-on experience with hardware repairs, system builds, and diagnostics.
• Previous experience working in an MSP or similar fast-paced environment supporting multiple clients.

YOUR FUTURE WITH US

At Device Doctors, we believe in continuous learning and growth. As our B2B services expand, you’ll have the opportunity to specialise and transition into dedicated business support roles. However, if you enjoy the hands-on elements of supporting home users, we’re flexible and can tailor your role to match your strengths and interests.
If you’re looking for a workplace where you can develop your skills, work with a great team, and genuinely make a difference—this is the place for you.

As a 2nd Line IT Support Technician, you’ll play a key role in supporting our growing business client base while also lending a hand with consumer services when required. Your responsibilities will include:

• Providing technical support to B2B clients, troubleshooting software, hardware, and network issues efficiently.
• Assisting with cloud service implementations, including Microsoft 365, SharePoint, and Azure AD (Entra).
• Performing proactive monitoring, maintenance, and security improvements for our clients.
• Managing IT projects such as cloud migrations and system upgrades.
• Carrying out on-site support visits to ensure smooth business operations with minimal downtime.
• Providing hands-on support to home users when required, including hardware repairs, system builds, and general tech advice.
• Collaborating with the team to improve processes, contribute new ideas, and maintain our high service standards.
• Maintaining accurate documentation of client systems to support efficient troubleshooting and reporting.

We are looking for someone who not only delivers great support but also contributes insights and recommendations on how we can continuously improve our services and systems.