2nd Line Support Technician

2nd Line Support Technician

Join us and you'll have an opportunity to make an impact and be part of an organization committed to driving sustainable outcomes. At Ordnance Survey, we use location data and intelligence to help customers build more resilient societies, preserve the environment, foster healthier, happier spaces that people want to live in, and support the delivery of improved public services and critical infrastructure.

Join our dynamic Technology team. Are you passionate about delivering exceptional IT support and looking for your next opportunity? We're seeking a proactive and customer-focused 2nd Line Support Technician to join our dynamic IT team on a 12-month Fixed Term Contract.

About the Role

We're looking to hire a talented IT professional to join our team as a IT Support technician. You'll work to diagnose and resolve technical incidents/requests at 2nd line in a customer service-oriented team environment. In addition, to supporting our 3rd line support teams to ensure agreed service levels are met across the business.

Responsibilities included in this role range from, but not limited to:

• Respond to and resolve 2nd line support tickets escalated from the Service Desk via TOPdesk, including hardware and software issues
• Deliver refreshes and manage the full lifecycle of laptops, tablets, mobiles, and desktops—from procurement to disposal
• Build, configure, and image devices using standardized processes. Package and deploy software using SCCM and Endpoint Manager
• Maintain accurate inventory levels and readiness for deployments. Coordinate with suppliers for warranty claims and replacements
• Work closely with Service Desk, Asset Management, and other IT teams to share knowledge and support cross-team initiatives
• Identify and implement improvements to support processes, including automation and documentation
• Contribute to small-scale projects and initiatives, such as ITAM tool transitions and service enhancements

What We're Looking For

If you're interested in joining a team that lies at the heart of what Ordnance Survey is about, we're looking for someone that can demonstrate skills and experience in:

• Active Directory & Azure AD
• Endpoint Manager (Intune), SCCM
• Windows 10 & 11, MacOS support
• ITSM tooling (TOPdesk)
• Software packaging and deployment
• Exchange (on-prem & online)
• Familiarity with Dell, Lenovo, and Toughbook hardware
• Investigative and problem-solving skills
• Organizational skills, with the ability to prioritize tasks and deliver to deadlines
• Customer Service skills

The Rewards

We want you to love what you do. That is why our benefits package rewards a job well done. Check out how we support and invest in our employees.

• Salary: £34,835
• Performance related bonus up to 10%
• A competitive pension scheme (OS contributes up to 12.07%)
• 28 days annual leave in addition to bank holidays on joining, (3 taken over Christmas) increasing by one day per year, to a maximum of 5 years
• Enhanced family leave, including up to 12 weeks paid partner (paternity) leave
• Free subscription to OS Maps
• Access to online learning platforms
• Coaching and Mentoring schemes
• Plus, a suite of excellent additional perks and benefits

At Ordnance Survey, we believe looking after your health and wellbeing means more than posters and events. We empower you to manage your work and life the way you need it by offering things like:

• An extra day’s leave for each year you work, up to 33 days
• Employee Assistance Programme
• Hybrid working
• Free onsite parking at our modern HQ in Southampton
• We adopt flexible working and can consider different working hours dependent on the role and your personal circumstances
• Eyecare Vouchers
• OS Explorers Nursery discount
• Cycle to Work scheme
• We believe that as a company we should give back wherever we can, so we give you 1 day a year to volunteer for charities that are important to you, as well as offering a match funding scheme

Location: We have a fantastic HQ in Southampton, Hampshire where you will be required to spend 4 days a week during your initial induction training period. Once you have completed your training this requirement may be reduced to 2-3 days a week with agreement of your line manager, as to whether you are able to work remotely more often whilst also factoring in the customer requirements of the role.

Security: OS conducts pre-employment checks for anyone made an offer of employment, including identity, right to work, employment history and criminal record checks (via Disclosure & Barring Services (DBS).

Some of our roles may require additional security vetting. We will advise candidates during the recruitment process if additional vetting may be required for that specific role.

Closing date: Tuesday 21st October 2025 at 23:59. Interviews are scheduled to take place in person at Ordnance Survey Head office.

Unfortunately, we are currently unable to offer sponsorship for this role, therefore you must have the right to work in the UK, without the need for employer sponsorship.

We are happy to consider any reasonable adjustments that people may need during the recruitment process, and you will be asked whether you require any during the application process.

Research indicates that women, individuals with disabilities, LGBTQ+ community members, neurodiverse individuals, and people from ethnic minority backgrounds often hesitate to apply for jobs unless they meet every single qualification. At Ordnance Survey, we are dedicated to fostering a diverse, inclusive, and genuine workplace where everyone can thrive. If you're enthusiastic about this role but your experience doesn't perfectly match every qualification in the job description, we encourage you to apply anyway. You might be the ideal candidate for this or other roles within Ordnance Survey.

Skills required for this role: Client Counseling, Information Technology (IT) Support, Information Technology (IT) Systems, Process Improvements, Technical Support, Waterfall Model