Second Line Support Engineer

2nd Line Support Engineer - Full Time Role - Up to £40,000

Overview

A growing technology services provider is seeking a 2nd Line Support Engineer to deliver remote support services to a wide client base. This role is central to maintaining high service standards, resolving technical issues efficiently, and ensuring excellent customer experience across all interactions.

Key Responsibilities

• Deliver 2nd line remote support to contracted and non-contracted clients
• Manage incidents and service requests through an ITSM system, ensuring accurate logging and updates
• Troubleshoot and resolve desktop, server, and network issues
• Administer and support Microsoft 365 and Azure environments
• Ensure all service delivery meets agreed SLAs and performance targets
• Escalate unresolved issues to appropriate teams in a timely manner
• Support remote installations, configurations, and service requests
• Act as a point of guidance and escalation for junior team members
• Recommend improvements to processes, technologies, and service delivery

Requirements

• Proven experience in a 2nd line support or similar technical role
• Strong troubleshooting skills across desktop, server, and network environments
• Good working knowledge of Microsoft 365, Azure, and general cloud technologies
• Solid understanding of infrastructure, including networking, virtualisation, and security
• Ability to manage multiple tickets and prioritise workload effectively
• Strong communication and customer service skills
• Ability to work under pressure and make sound technical decisions
• Team-oriented with a proactive and reliable approach

Desirable

• Networking or security certifications
• Microsoft certifications (e.g. Azure, Security, Modern Workplace)
• ITIL Foundation
• Customer service-related qualifications

Package

• 24–30 days holiday + bank holidays
• Private healthcare & death in service cover
• Pension scheme
• Mileage reimbursement for business travel
• £500 home working allowance
• Ongoing training and development opportunities