Job Title: 2nd Line Support Technician

Location: Hybrid (Office in Northampton)
Hours: Full-time, 37.5 hours/week (Between 8am – 6pm, Mon–Fri)
Salary: Competitive + Benefits
Reports to: Service Helpdesk Manager

Who We Are

At dbfb, we’re more than just a managed service provider. We deliver tailored telecoms and IT solutions that empower businesses of all sizes to operate seamlessly. From connectivity and VoIP to IT infrastructure and support, we keep our clients running with agile, expert-backed services that match their goals—and budgets.

We don’t just fix problems; we build partnerships. Our team is known for being friendly, professional, and jargon-free, and we take pride in supporting not only our clients, but also our local communities.

At dbfb, people come first—and that includes our team. You’ll be part of a collaborative, forward-thinking environment where fresh ideas are welcomed and growth is encouraged.

The Role

As a 2nd Line Support Technician, you’ll play a key role in supporting and maintaining our customers’ IT, connectivity, and telephony environments. From complex troubleshooting to mentoring first-line staff, you’ll be at the heart of ensuring smooth technical operations.

This is a hybrid role combining remote and on-site support—ideal for someone with solid technical skills, customer focus, and a drive to develop in a fast-moving tech environment.

Key Responsibilities

Technical Support: Provide second-line technical assistance for end-user hardware, software, and network-related issues.
Incident Resolution: Diagnose and resolve escalated issues, collaborating with 1st line support and third-party vendors.
Maintenance & Configuration: Support setup, maintenance, and upgrades of desktops, laptops, VoIP phones, printers, and peripherals.
Network & Connectivity: Troubleshoot network issues including routers, switches, and access points.
Telephony & AV Support: Address VoIP and Microsoft Teams Meeting Room-related issues.
Field Visits: Conduct site visits when remote support is insufficient.
Mentoring: Support and coach 1st line staff in issue resolution and customer service.
Process Improvement: Identify trends in support queries and suggest solutions to improve service delivery.

What You’ll Bring

Skills & Experience:

Proven experience in a 2nd line IT support or service desk role
Strong knowledge of Microsoft environments (Windows OS, Active Directory, Group Policy)
Hands-on experience with VoIP, network troubleshooting, and AV systems (desirable)
Familiarity with Microsoft 365 Admin Centre, Azure, Entra ID, and Intune
Ability to prioritise and multitask in a fast-paced environment
Strong communication, both written and verbal

Qualifications:

GCSE Maths & English (Grade 5+/B or equivalent)
Relevant IT certifications (CompTIA A+, Microsoft MS-900, AZ-900, MD-100/101/102) preferred

Core Competencies:

Customer-focused with a solution-first mindset
Confident communicator and team collaborator
Analytical thinker with attention to detail
Self-motivated with a passion for learning and innovation

What’s in It for You?

Competitive salary
22 days holiday + your birthday off + up to 25 days after 2 years’ service
Pension scheme
Healthcare cash plan – cashback on medical expenses
Death in service (3x salary)
Employee discounts on shopping, dining, and leisure
Professional development support and personal learning time
Positive, people-first culture focused on growth, fun, and collaboration

Our Culture & Values

At dbfb, you’ll be part of a company that believes in:

Responsibility – We take ownership of our work and our values.
Achievement – We thrive on productivity and results.
Development – We help others grow while growing ourselves.
Analysis – We think critically to solve problems at the root.
Restoration – We resolve challenges with care and effectiveness.

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2nd Line Support Technician