2nd Line Service Desk Technician

Rubicon IT is a specialist Managed IT Services provider serving the creative sector (Film, Architecture, Design, AV/Production, Fashion and more) across London and the South East. We’ve been doing this since 2003, and we take real pride in the quality of support we deliver. This role is based full-time at our Basingstoke offices.

If you want broader technical exposure than a typical service desk role offers, this role delivers it: real depth across both Apple and Microsoft, a modern tooling stack and genuinely interesting clients.

We’re looking for a capable, client-focused Service Desk Technician to join our Support Desk team. You’ll report to the Service Desk Manager and sit at the heart of what we do, delivering IT support that feels like a true in-house team, not a faceless helpdesk.

This role supports end users working day to day across both Mac and Windows. Our clients work in fast-moving creative environments and need support that keeps pace with them. You’ll own tickets end to end, work to clear SLAs, and bring real troubleshooting depth to every interaction across Apple macOS, Microsoft, cloud platforms and modern security tooling. Because every client is different, you’ll get exposure to a far wider range of environments and technology than most in-house or single-site roles, and you’ll learn quickly.

You’ll work with two layers of technology: the platforms Rubicon uses to deliver and manage support, and the wide range of client systems we look after, which varies from client to client but is anchored to the tools the creative sector relies on.

This is a role you can grow in. We’re looking for someone who’s solid and capable now, and who wants to develop.

We’re also evolving our managed services, building out AI consultancy and management offerings delivered through forward-deployed engineering, working embedded alongside clients rather than at arm’s length. It’s an interesting time to join, with the chance to be part of where the business is heading.

Key Responsibilities

• Be a first point of contact for clients, answering the phone and handling tickets via email, the support portal and remote control. The role spans both 1st and 2nd line support, so you’ll resolve straightforward requests as well as more involved 2nd line issues for SME clients in the creative sector, supporting end users on both Mac and PC
• Own incidents and service requests end to end in Autotask (our ITIL-aligned PSA platform), triaging, prioritising and resolving to agreed SLAs
• Support macOS and Windows devices across a variety of creative workflows and applications
• Administer user accounts and devices through JumpCloud (identity), Addigy (Mac MDM) and NinjaOne (Windows RMM/MDM)
• Help manage centralised device management and security for our clients. Devices are integrated with Apple Business Manager and deployed zero-touch, with software, policies and settings applied automatically from the moment they’re switched on
• Monitor client systems and respond to alerts through our RMM and network monitoring tooling (NinjaOne, Auvik), catching issues before they reach the user where we can
• Handle day-to-day user administration in Entra ID, plus Active Directory for the handful of clients that run on-prem AD: adding and removing users, managing group membership and resetting passwords
• Diagnose networking issues by understanding how switches, firewalls and gateways fit into a client’s environment and how they can affect a problem, issue or request, resolving the straightforward ones and escalating anything long or complex
• Support cloud collaboration and storage tools including Microsoft 365, Google Workspace and Egnyte
• Assist with onboarding and offboarding, including device provisioning and account lifecycle management
• Support clients with cyber security queries (phishing reports, suspicious activity, security awareness) and action incidents at a first/second-line level
• Keep documentation and asset records accurate and current in IT Glue, our documentation platform, and help clients get the most from our support portal, where they log and track their own requests
• Contribute to the team knowledge base so common issues get resolved faster over time
• Escalate complex issues to our third-line support team appropriately, with the context they need to pick it up cleanly

The Tools You'll Work With

Rubicon's platforms

Client environments

Experience

Essential

• 2–4 years of service desk or IT support experience. Previous MSP experience is strongly preferred. This is an MSP service desk role supporting multiple client environments, not a single in-house IT function
• Hands-on experience supporting macOS in a business or creative environment
• Experience working to defined SLAs using an ITIL-aligned PSA or ITSM platform
• Confident troubleshooting across desktop, network and cloud environments
• Familiarity with agent-based RMM/MDM tooling (NinjaOne, Addigy, or equivalent)
• Microsoft 365 administration: Exchange Online, SharePoint, Teams, Entra ID
• Day-to-day user administration in Entra ID, and Active Directory user admin where clients run on-prem AD: user creation and removal, groups, password resets

Desirable

• Experience in a creative-sector environment (Design, Architecture, AV/Production, Fashion, Film)
• Familiarity with JumpCloud or similar cloud-first identity/directory platforms
• Knowledge of Egnyte or similar cloud content platforms
• Exposure to endpoint security / EDR platforms such as SentinelOne or equivalent
• Apple certifications (ACSP, ACMT) or a willingness to work towards them

Technical Skills

Personal Qualities

• Excellent communicator: clear, human and patient with non-technical users
• Strong troubleshooting instincts; you approach problems logically and methodically
• Highly organised, with good time management and the ability to prioritise under pressure
• Comfortable working independently in an office environment while collaborating closely as a team
• Accurate and detail-oriented; you take system records and documentation seriously
• Keen to learn and grow; you want to build your skills and take on more over time
• A genuine interest in the creative industries and the technology that powers them

What We Offer

• Industry-competitive salary
• 23 days annual leave plus bank holidays
• Company pension scheme
• Up to 8 days of funded training per year, relevant to your role
• A structured personal development plan and clear progression path
• Office-based role at our Basingstoke HQ, with a friendly and supportive team around you
• The chance to work with genuinely interesting clients in the creative sector