2nd Line Engineer

About Us:

Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.

What you'll be doing:

Based in our Hitchin offices, you’ll be a key part of a growing, dynamic support team operating within a fast-paced MSP environment. Reporting to the Service Desk Team Leads, you’ll provide expert technical support across a wide variety of customer environments, working to resolve incidents escalated from 1st Line and contribute to a high-performing, service-driven culture.

This role combines strong technical acumen with excellent customer service. You’re friendly, approachable, and professional - someone who translates technical jargon into user-friendly explanations, stays calm under pressure, and earns trust through excellent communication.

You’ll work across a variety of systems and industries, with a focus on delivering prompt, high-quality service that leaves customers feeling supported and valued.

Our 2nd line engineers also participate in our Out of Hours rota when required.

This is the perfect role for someone with solid technical skills who thrives on solving problems and enjoys making a real difference to people’s workdays.

What we are looking for:

• Experience working in a fast-paced ITIL-based or MSP environment.
• Industry-recognised technical training and certifications (e.g. Microsoft, CompTIA, ITIL).
• Ability to troubleshoot and resolve complex issues calmly and confidently.
• A passion for outstanding customer service and a people-first approach to IT support.
• Deep understanding of Microsoft 365, Azure, and Active Directory/domain administration.
• Solid knowledge of LAN/WAN technologies including switching, routing, TCP/IP, DHCP, DNS, IP addressing, VPN, VoIP , and wireless networking.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Confident communicator who can simplify technical issues for non-technical users.

What's in it for you?

• Exposure to a wide variety of technologies and customer environments
• Ongoing training, mentoring, and support for technical certifications
• A collaborative, people-first culture with a strong emphasis on service
• Opportunities for progression within a growing technical team