About this role
Salary: £35,000 - 35,000 per year
Requirements: Proven experience in an IT support role, covering 1st or 2nd lineExperience working to an ITIL framework in a service desk capacityWorking knowledge of Microsoft Windows Server 2016–2022, Microsoft 365 support for Email, SharePoint, OneDrive and Teams, Active Directory management, Windows 10 and 11 operating system support, and the Microsoft Office SuiteApple OS and Apple Mac support experienceExperience with backup technologies such as DATTO and AcronisLaptop, desktop and thin client support experienceMSP background preferredMS-900 Microsoft 365 Fundamentals CertificationAZ-900 Microsoft Azure Fundamentals CertificationSC-900 Microsoft Security Fundamentals Certification Responsibilities: Provide a professional, customer-focused service throughout each tickets life cycle and keep customers informed of progressRecord IT incidents, requests and problems, capturing relevant details in line with service desk standardsClassify calls accurately and prioritise them in line with the Service Level Agreement (SLA)Investigate and diagnose incidents, provide first-line telephone support, and gather and analyse information to resolve hardware, software, application and network issues and restore normal service as quickly as possibleLiaise with third-party suppliers, log tickets and act as a central point of contactMonitor and track incidents, requests and problems, escalating them to other resolver groups or a line manager when necessaryLog and assign tickets and monitor workloads for other service desk team membersAttend client sites to provide IT support as directed by a line managerSupport the management and resolution of customers technical issuesProactively help improve managed services through additional client services and effective problem management Technologies: Active DirectoryAzureHardwareSupportITILMicrosoft 365NetworkSecuritySharePointWindowsOffice 365Cloud More:
We are a managed service provider offering businesses tailored ongoing solutions to increase efficiency, reduce outgoings, minimise system downtime and improve performance. We are seeking a 2nd Line Engineer to join our successful team. The hybrid role involves four days in the office and one day working from home, with 7.5-hour days on a fortnightly shift pattern: 8:00am–4:30pm, 9:00am–5:30pm or 9:30am–6:00pm. The salary is £35,000. Benefits include 20 days annual leave plus bank holidays, increasing by one day after three years of continuous service up to 25 days, a birthday day off from 2025, gym membership, Vitality at Work business rewards and benefits, a Cycle to Work scheme, quarterly team events and monthly games nights with pizza and Wednesday breakfasts.
last updated 39 week of 2026