IT Technician - 2nd Line

Job Introduction

IT Technician (2nd Line Support)

Boston, Lincolnshire - Fully on-site 5 days per week

Permanent | Full Time
40 hours per week – Monday to Friday, 08:30–17:00
Weekend on-call rota required (1 in 3)

About the Role

We are hiring an experienced IT Technician to provide on-site IT support across Pilgrim Foodservice.

This is a 2nd line support role, suited to someone with solid technical experience who is confident handling more complex issues and acting as an escalation point, while still remaining hands-on and user-facing.

You will work closely with the Infrastructure Lead and wider IT team to ensure systems remain secure, reliable, and running smoothly across the organisation.

Alongside resolving more advanced technical issues, you will also support day-to-day IT operations, including assisting with 1st line support where required to keep service levels high.

No two days are the same – from troubleshooting hardware, software, and network issues to supporting system improvements and ongoing IT projects.

Key Responsibilities

• Provide 2nd line IT support, resolving more complex technical issues
• Act as an escalation point for 1st line support
• Assist with 1st line support when required to maintain service continuity
• Troubleshoot hardware, software, and network problems
• Log, manage, and resolve tickets within agreed SLAs
• Monitor systems, alerts, and complete routine checks and backups
• Support user accounts, devices, and access management
• Assist with patching, maintenance, and system health checks
• Contribute to IT projects and continuous improvement initiatives
• Maintain accurate documentation and knowledge base content
• Follow IT security best practice
• Participate in the on-call rota

Requirements

• Experience in a 2nd line IT support / service desk role
• Strong troubleshooting skills (Windows, Microsoft 365, Microsoft Azure, basic networking)
• Confident handling more complex issues independently
• Ability to support and guide 1st line colleagues when needed
• Strong communication skills with non-technical users
• Organised, reliable, and able to manage workload effectively
• Positive, proactive approach to problem solving

About Pilgrim Foodservice

Pilgrim Foodservice is a well-established, independent, family-run business based in Boston, Lincolnshire. Since 1979, we have built a strong reputation for delivering high-quality foodservice products and outstanding customer service across 17 counties.

We supply a wide range of customers including pubs, restaurants, schools, and care homes, offering over 4,000 products across butchery, fresh produce, chilled, frozen, grocery, and non-food.

Our success is built on our people. We are proud of our supportive, down-to-earth culture where individuals are trusted, valued, and given the opportunity to make a real impact.