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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

2nd Line Support Technician

United Kingdom, Gateshead Employment contract 29252.00 GBP / Year · Job Posted June 29, 2026
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Job Description

As a 2nd Line Support Technician you will play a critical role in our IT support delivery organisation, providing support across a range of Vertu Motors IT systems and services. You will collaborate closely with the 1st line, field engineers and 3rd line support teams ensuring efficient resolution of end-user help requests and maintaining the performance and integrity of the IT infrastructure. We expect dedication to the culture of learning and knowledge sharing within the team to facilitate the development of skills and provide opportunities to upskill and cross skill. An important element of the role of 2nd line is to support and help develop the skills of our 1st line support team.

Job Responsibility

  • Prioritise, document, and actively resolve complex end-user help requests that have been passed to 2nd line
  • Troubleshoot issues in a timely and accurate manner, keeping users informed of progress.
  • Manage escalated calls, ensuring resolution to the end user’s satisfaction.
  • Feedback the solution of escalated calls to the team and management.
  • Maintain group assets including mobile phones, tablets and laptops and enforce good stock management practices, ensuring accuracy of the asset database.
  • Provide training and development to the 1st line team to support upskilling
  • Effective communication is essential in the delivery of our service. Therefore documenting each support ticket so that colleagues understand the current status is a critical element to maintain customer satisfaction. For any ticket where additional information is required to clarify the issue, the first contact should be attempted via telephone

Requirements

  • A strong working knowledge of PCs, Microsoft operating systems, applications, Networks, and 365 platforms
  • Ability to remotely diagnose IT problems and resolve these problems
  • Exhaustive troubleshooting and problem solving before escalating to the wider team
  • Excellent communication and interpersonal skills
  • A polite and friendly telephone manner
  • Ability to work under pressure, and diffuse confrontational situations
  • Good organisational skills
  • A willingness to learn, grow and aid in development of other colleagues

What we offer

  • 25 days holiday plus bank holidays, increasing with length of service
  • Ongoing training and development opportunities
  • Clear career progression pathways within a growing business
  • Access to our online rewards platform with discounts and cashback across major retailers
  • Preferential Service Rates
  • Colleague Purchase Scheme
  • Share Incentive Scheme
  • Tool Insurance
  • Company Pension Scheme
  • Enhanced Maternity and Paternity Pay
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