This is a 6 Month Fixed term role with option of extension or going permanent.We are looking for a 2nd Line Support Technician that provides advanced technical support to resolve complex incidents and service requests escalated from 1st Line Support. This role ensures high-quality service delivery, maintains system stability, and contributes to continuous improvement within the IT support function. The role requires accuracy, accountability, and proactive communication to meet SLAs and maintain IT operational excellence. The role is Hybrid but initially requires 4/5 days on side moving to 2.5/3 days onsite.Key Responsibilities:Incident Management:* Troubleshoot and resolve escalated technical issues related to hardware, software, and bespoke systems. * Take ownership of incidents through to resolution, ensuring timely updates and clear communication with users. * Escalate issues appropriately when outside of scope, following documented ITSM processes.Service Requests:* Handle user requests that require technical expertise or system changes. * Support software installations, upgrades, and configuration changes. * Ensure accurate recording of all service requests and related activities in IT systems.System Support:* Maintain and monitor key IT systems, ensuring compliance with company policies. * Perform user account management across Microsoft 365, Jumpcloud, and other platforms. * Provision and de-provision accounts and equipment for starters, leavers, and role changes. * ..... full job details .....