2nd Line IT Support Technician Job at Peterborough Full Time NEW

DSM Group has been delivering IT support, cloud, cyber security, backup, business continuity and data centre solutions since 1987. Based in Peterborough, we support businesses across the UK with a strong focus on reliability, customer service and technical expertise.

We are looking for a motivated and experienced 2nd Line IT Support Technician to join our growing technical team.

This role is ideal for someone who enjoys solving problems, working with a wide range of technologies, and delivering excellent customer service in a fast-paced MSP environment.

The Role

You will provide remote and onsite support to a variety of business customers, assisting with escalated support tickets, infrastructure projects and day-to-day IT operations.

You will work closely with senior engineers and the service desk team to deliver high-quality technical support and maintain strong client relationships.

Responsibilities

• Provide 2nd line technical support via phone, remote tools and onsite visits
• Troubleshoot and resolve hardware, software and network issues
• Support Microsoft 365, Windows Server and cloud environments
• Configure and maintain firewalls, switches, wireless and networking equipment
• Assist with server installs, migrations and infrastructure upgrades
• Support backup, disaster recovery and cyber security solutions
• Manage and update tickets through the helpdesk system
• Escalate complex issues where required
• Maintain accurate technical documentation
• Deliver excellent customer service at all times

Required Skills & Experience

• Previous experience in a 2nd line IT support role, ideally within an MSP environment
• Strong knowledge of:
• Windows 10 and Windows 11
• Windows Server
• Microsoft 365 and Exchange Online
• Active Directory and Group Policy
• Networking fundamentals (DNS, DHCP, VPNs, VLANs)
• Firewalls, switches and wireless technologies
• Backup solutions such as Veeam or Acronis
• Virtualisation platforms including VMware or Hyper-V
• Excellent troubleshooting and communication skills
• Full UK driving licence

Desirable Skills

• Exposure to Azure or cloud infrastructure
• Cyber security awareness and best practices
• Experience with ConnectWise, RMM tools or PSA systems
• Microsoft or vendor certifications

What We Offer

• Competitive salary
• Ongoing training and career development
• Exposure to enterprise infrastructure and modern technologies
• Friendly and experienced technical team
• Company pension
• Onsite parking
• Opportunities to progress within the business

Why Join DSM Group?

At DSM Group, you’ll work on a broad range of technologies across managed IT, cyber security, cloud and data centre environments. We pride ourselves on technical capability, long-standing customer relationships and delivering solutions that genuinely help businesses operate securely and efficiently.

NO AGENCIES

Pay: £30,000.00-£34,000.00 per year

Work Location: In person