2nd Line IT Engineer

IT Support Engineer

Milton Keynes

Up to £32,000

I am recruiting for an IT Support Engineer on behalf of my client based in Milton Keynes. This is an excellent opportunity for a technically capable and customer-driven support professional who enjoys solving problems and working across a varied client base.

The position is primarily service desk focused (around 80%), delivering remote and telephone-based support, with approximately 20% of your time spent visiting client sites when hands-on assistance is required.

You will play an important role within the support function, acting as a key contact for technical queries and incidents. The role covers a broad range of technologies including Microsoft 365, Windows environments, networking infrastructure, and hosted telephony platforms.

This position would suit someone with previous 1st and 2nd line experience who is confident working independently, managing their own ticket queue, and delivering excellent customer service.

• Provide responsive technical assistance via phone and remote access tools
• Take ownership of support tickets from initial logging through to resolution
• Troubleshoot and resolve issues across desktop, cloud, and collaboration platforms
• Support users with Microsoft 365 applications, email configuration, user accounts, and permissions
• Assist with device builds, system configuration, and general IT troubleshooting
• Escalate more complex issues appropriately while maintaining communication with the customer
• Ensure tickets are updated clearly and meet agreed service levels

• Attend customer premises when physical intervention is required
• Install and configure new hardware including PCs, laptops, and peripherals
• Carry out equipment replacements and troubleshooting
• Support workstation rollouts, onboarding of new users, and technology refresh projects
• Provide basic on-site network troubleshooting when necessary

• Assist with support of networking equipment including wired and wireless environments
• Troubleshoot connectivity and Wi-Fi related issues
• Provide user-level support for hosted VoIP systems, including handset setup and configuration

• Maintain accurate and thorough ticket notes
• Follow established operational procedures
• Contribute to improving internal documentation and knowledge sharing

• Experience in a 1st or 2nd Line IT Support role
• Strong knowledge of Microsoft 365 and Windows 11 environments
• Confident supporting users remotely and over the phone
• Understanding of networking basics such as LAN, WAN, and wireless connectivity
• Excellent communication skills and a professional approach to customer service
• Ability to prioritise and manage multiple tasks effectively

• Previous experience within an MSP environment
• Exposure to cloud-managed networking solutions
• Experience supporting VoIP platforms
• Relevant technical certifications or a willingness to work towards them

• Salary up to £32,000
• Varied and hands-on role across multiple technologies
• Opportunities for professional development and progression
• Supportive working environment