Job Description

Job Title: IT Second Line Technician
Reports to: IT Helpdesk Manager
Salary: Up to £30,000 dependent on experience
Hours: 40 hours per week (Monday to Friday)
Location: Bournemouth

Are you an experienced IT professional who enjoys solving technical challenges, supporting users, and making a real difference to the day-to-day running of a business? Do you thrive on troubleshooting complex issues, improving systems, and sharing your knowledge with others? If so, this could be the perfect next step in your IT career.

At Protect Line, we're more than just a life insurance broker - we're a people-first business powered by technology. As our IT Second Line Technician, you'll play a vital role in ensuring our colleagues have the tools, systems and support they need to deliver exceptional outcomes for our customers every day.

Working as part of our busy IT team, you'll take ownership of escalated technical issues, support our cloud and on-premise infrastructure, contribute to exciting technology projects, and help drive continuous improvements across the business. We're looking for someone who is proactive, adaptable and comfortable balancing multiple priorities while taking a hands-on approach to solving problems.

Investing in Our People to Protect Yours - At Protect Line, we believe that investing in every employee provides a platform for opportunity and growth. Helping people become the best version of themselves is key to delivering an exceptional service that stands out for its authentic care and trust. We view protection as a promise for the future, focusing on keeping our promises, so you can keep yours.

Our Values:
Care, Collaborate, Dare, and Deliver aren’t just words on a wall—they guide our actions, define how we interact with each other, and shape the way we serve our customers.

As an IT Second Line Technician, you will be:

• Acting as the primary escalation point for technical incidents and service requests from our 1st Line Support team.
• Diagnosing and resolving complex hardware, software, networking and cloud-based issues across the business.
• Taking ownership of support tickets through to resolution, ensuring excellent communication and adherence to service levels.
• Managing and supporting Microsoft 365 environments, including Exchange Online, SharePoint, OneDrive, Teams, licensing and security settings.
• Administering Active Directory, Entra and identity management systems to ensure secure and efficient user access.
• Supporting user lifecycle processes, including onboarding, internal moves and offboarding.
• Assisting with the management of business-critical systems, including CRM platforms and telephony solutions.
• Supporting endpoint management, device deployments, patching and IT asset management.
• Helping strengthen our security posture through the implementation and monitoring of security controls such as MFA, Conditional Access and endpoint protection.
• Creating technical documentation and knowledge articles while supporting the development of 1st Line colleagues.
• Participating in IT projects including upgrades, migrations, rollouts and continuous improvement initiatives.
• Provisioning, configuring and maintaining laptops, desktops, peripherals and wider office technology.

What Makes You Shine:

• Solid experience in an IT support environment, including experience operating at 2nd Line level or equivalent.
• Strong knowledge of Microsoft Windows 10/11 and Windows Server environments.
• Hands-on experience administering Microsoft 365, including Exchange Online, SharePoint, OneDrive, Teams and licensing.
• Experience working with Active Directory and/or Microsoft Entra.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, VLANs and wireless networking.
• Strong troubleshooting skills across hardware, software, connectivity and user access issues.
• Experience working within ticketing systems and SLA-driven support environments.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• A proactive, self-starting approach with the confidence to take ownership and drive issues through to resolution.
• The ability to manage multiple priorities and adapt quickly in a fast-paced environment.
• A hands-on mindset—you’re not afraid to roll up your sleeves, get stuck in and support wherever needed.
• A customer-focused mindset with strong organisational, communication and problem-solving skills.

Advantageous but by no means essential:

• Experience working with Microsoft Azure or hybrid cloud environments.
• Experience using Microsoft Intune or other endpoint management platforms.
• Previous administration of CRM platforms.
• Experience supporting VoIP or cloud telephony solutions.
• Relevant Microsoft or industry certifications.

What We Offer?

• Enhanced Family Leave: Generous maternity, paternity, adoption, and surrogacy packages offer substantial support during those important life changes.
• Flexible Time Off: Holiday entitlement raising on length of service as well as the opportunity to purchase additional leave or convert unused days into extra pay! Plus, take paid leave for appointments, emergencies, or any of life’s surprises
• Celebrate Life: Enjoy extra paid days off for birthdays, weddings, new home purchases, and your child’s first birthday.
• Professional Benefits Scheme: Tailored rewards for technical and professional support staff, including training allowances, desk support packages, wellbeing support and car allowances. It’s designed to support your growth, enhance your work environment, and acknowledge your vital contribution to Protect Line’s success.
• Temporary Remote Working: Experience exciting opportunities to work from different locations, including abroad.
• Paid Charity Work: Make a difference with our 'Day to Make a Difference' initiative, giving you one paid day off a year to engage in meaningful charity work.
• Epic Company Events: Our Summer and Christmas parties are legendary—get ready to join the fun!
• Sabbatical Opportunities: After 15 years of service, enjoy 4 weeks of paid leave to explore, learn, or recharge.
• Refer & Earn: Bring a friend onboard and pocket £1,500 for each successful hire!
• Perks Galore From eye care vouchers to retailer discounts, enjoy a variety of benefits.
• Secure Your Future Benefit from our pension scheme, death in service benefits, and more

So come and join our extraordinary team of customer champions who are all about doing the right thing in every way imaginable. We don't settle for ordinary; we strive for extraordinary! So, if you're someone who loves turning good outcomes into incredible ones, then get ready for an exhilarating adventure with us!

At Protect Line, we believe in equality, diversity, and inclusion. We're proud to be a place where anyone with any background or experience can flourish. Come see for yourself and be part of something amazing!

Whilst we would love to be able to respond to every application we receive, it isn’t always possible due to the high volume we receive each day. If you have not heard from us within 7 working days, please assume that your application has not been successful.

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