2nd Line Support Partner

• Salary £29,236 per year plus a health cash plan!
  
  

Home, a place where you belong

Make the switch to a role where what you do really matters. Tired of fixing the same old problems? Here’s your chance to work with the latest tech, own issues end to end, work within established processes and controls and help colleagues deliver life-changing services.

What You’ll Do

• Support the Microsoft 365 stack including Intune, Entra ID, Teams and Exchange, and automate routine tasks with PowerShell
• Provision and configure devices at scale using Intune and Autopilot.
• Own escalations from 1st line, managing incidents through to resolution and delivering a great experience for colleagues.
• Troubleshoot Meraki and Cisco networks, VPN and Wi-Fi, using monitoring and diagnostic tools and coordinating with suppliers where needed to restore service
• Document fixes and knowledge base articles, feeding insights into problem management and improvements.
• Deliver office projects, install kit, coordinate suppliers and represent IS on-site during office openings, closures and support activities.
  
  

Why join us

Be part of a team that loves tech and loves helping people. We’ll back your growth with a wide range of development and career directions open to you. Many of our colleagues have moved from 2nd line into 3rd line roles. Enjoy flexibility, great benefits, and work that feels good because it matters. Be part of one of the UK’s Great Places to Work!

You have

• Excellent communication skills to explain tech clearly to all colleagues.
• Strong troubleshooting skills across Microsoft 365 technologies including Intune, Entra ID, Teams and Exchange, alongside networking technologies such as Meraki and Cisco.
• Experience working with IT service management platforms such as Halo ITSM or similar tools for incident, request and asset management
• Problem-solving experience within a Service Desk environment that operates within an ITIL framework, ideally within a medium or large organisation where security, governance and established processes are important.
• ITIL Foundation, Microsoft Fundamentals certifications (SC-900 or AZ-900) and MD-102 Endpoint Administrator are desirable. You'll be supported to achieve ITIL Foundation and a Microsoft Fundamentals certification during probation and work towards MD-102 thereafter
• A continuous improvement mindset, enthusiasm for learning new technologies and an understanding that how we deliver solutions is just as important as the solution itself
  
  

Stronger together

We do our best work when we’re ourselves. That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

The practical bits

• You’ll work Monday to Friday.
• We work a 7.5 hour working day between the hours of 7am to 5.30 pm.
• We work a hybrid pattern with 2 days in our central Newcastle upon Tyne office per week on average.
• You need to be able to drive, as you’ll use a company van for site visits.
• Occasionally a site visit could involve travel and an overnight stay.
• We can’t offer a CoS for this role
  
  

What’s in it for you?

• Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more
• 2 paid volunteering days each year
• Matching pension contribution (up to 7% and life insurance of 3x basic salary)
• 800+ discounts on shops, holidays, days out, tech and more
• Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support
  
  

Finally

For reasonable adjustments email [email protected]. Roles can close early, so don’t delay applying. If you can’t see the Job Description on this page, click APPLY to view it on our pages and find out more about us.