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1st/2nd Line Support Technician

1st Line/2nd Line Support Technician

Location: Leeds, England, United Kingdom
Full-timePartially remote

1st Line/2nd Line Support Technician 


Location: Remote working and Ten10 Leeds office 3 days a week


Ten10 is one of the UK’s leading independent Quality Engineering Software Testing, RPA and DevOps consultancy. Our teams of exceptional consultants and engineers provide innovative solutions which help our customers deliver quality software faster, more effectively and more frequently.


Due to continued growth, we are looking for an 1st Line/2nd Line Support Technician  to join our internal IT team.


The role:

You should have a strong technical knowledge in supporting core IT infrastructure and services. You will have first-hand experience in the day-to-day operations of an internally focused IT Support service and have first class customer service skills. You will need to be able to communicate technical issues to non-technical members of staff of all levels and have excellent communication and written skills.


Candidates are expected to have hands-on experience of administering a Microsoft Windows domain environment, as well as experience of providing support to business end users in resolving queries and issues with the Windows 10/11 operating systems and associated applications and services.



  • Provide 1st/2nd Line support to end users for all hardware and software related requirements
  • Maintain the company asset register ensuring that all assets are properly accounted for and that information is up-to-date
  • Build and deploy desktops/laptops according to requirements
  • Make extensive use of the IT Support ticketing system and ensuring that records are updated and accurate
  • Be responsible for the purchasing of hardware, software and ancillary requirements, in coordination with the Head of IT and the wider support team
  • Assist the Head of IT in the administration of core infrastructure and networks
  • Assist the Head of IT with projects and tasks


Key Skills:

  • Experience in providing 1st/2nd Line IT support
  • A good knowledge of Microsoft operating systems (Windows 10/11, Windows Server 2012 & 2019)
  • A good knowledge of Microsoft Office and related applications
  • Experience using a support ticketing system
  • Experience of WAN/LAN network administration (routers, firewalls, security gateways, switches
  • Experience in provisioning desktops/laptops using imaging tools (Windows Deployment Services)
  • Excellent communication and customer service skills


Desirable skills:

  • Experience of asset management, software asset management
  • Experience using and administering cloud and SaaS hosted applications
  • Exposure to IT good practice (including software patching, information security and compliance)
  • Exposure to cloud hosting services (AWS, Azure) would be advantageous
  • A willingness to learn and develop your skills in IT support and potentially new technologies
  • Exposure to Customer Relationship Management (CRM) systems, e.g. Salesforce, would be advantageous.
  • Experience using Google Workspace would be advantageous
  • Experience with Linux Systems (Ubuntu) would be advantageous

Working at Ten10

  • 25 days annual leave (1 extra day every year for the first 3 years) + holiday buying scheme
  • Pension – contributory matched by employer up to 5%
  • Health plan covering medical, dental, optical and alternative therapy treatments
  • Subsidised gym memberships
  • Bike to work scheme
  • Season ticket loan
  • Excellent training and development opportunities that are tailored to you
  • Team socials and activities, sporting events, annual kick-off and Christmas parties
  • Flexible / hybrid working model
Apply on company website

Albion Court,
5 Albion Place,
Leeds, West Yorkshire,
LS1 6JL,
United Kingdom

+44 (0) 113 320 4801

Job Vitals

Type: Full Time

Reference Number: 120008