Second Line IT Support Engineer

Location: Littlehampton, West Sussex (Hybrid: Home, Client Sites)

Salary: £33,000 - £36,000 (Depending on Experience)

Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am - 5:30pm)

About Us

Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire. We pride ourselves on delivering a premium support experience and building long-term client relationships.

The Role

We are seeking a proactive and skilled 2nd Line IT Support Engineer to join our growing team. You will resolve escalated technical issues, support a range of client environments, and contribute to continuous service improvement. This is a hands-on role requiring strong troubleshooting skills, clear communication, and a passion for technology.

Key Responsibilities

• Respond to and resolve 2nd line tickets escalated from the service desk team.
• Diagnose and fix issues across desktop, server, network, and cloud environments.
• Escalate unresolved or complex issues to 3rd line or specialist as needed.
• Maintain accurate ticket notes and ensure timely updates to clients.
• Communicate clearly and professionally with clients to manage expectations and provide updates.
• Support client onboarding and project work as required.
• Contribute to a positive client experience through consistent and reliable service.
• Update internal and client documentation to reflect changes and resolutions.
• Provide informal mentoring and guidance to 1st line engineers.
• Participate in team meetings and contribute to service desk performance goals.
• Accurately document troubleshooting steps, solutions, and contribute to the knowledge base.
• Ensure accurate time recording and activity logging for all work performed.
• Travel to and from client sites as required.

Key Skills & Experience

• Minimum 4 years' experience in IT support, ideally within a Managed Service Provider (MSP) environment.
• Excellent customer service and telephone manner.
• Strong troubleshooting skills across Windows desktop and server environments.
• Organised and able to manage multiple tasks effectively.
• Ability to learn quickly and adapt to changing requirements.
• Professional communication skills, both written and verbal.
• Passion and drive for IT technology and solutions.
• Full UK driving licence and own reliable transport.

Technical Skills Required

• Windows Server 2019/2022
• Microsoft 365 (Exchange Online, SharePoint, Azure AD/Entra ID, Intune, Security)
• Windows 11
• Active Directory, DNS, VPN, TCP/IP, Group Policy
• Hyper-V, RDS/Terminal Services
• Networking fundamentals: Routing, Switching, Firewalls
• VoIP
• Experience with cloud platforms (e.g., Azure)

Desirable Skills

• Experience with Mac OS
• Familiarity with Autotask or similar ticketing systems, and RMM tools
• Microsoft certifications (e.g., MCSA) or equivalent

Benefits

• Extra day off to enjoy your birthday
• Performance-related bonus scheme
• Team (paid for) social events
• Relaxed and friendly atmosphere, with a professional approach
• Flexibility to work from home (high-spec IT equipment provided)
• Highly experienced team for support and development
• Increased holiday with length of service
• Highly competitive pay with annual salary reviews
• Training and learning development with qualification support
• Mileage allowance