About this role
Salary: £28,000 - 34,000 per year
Requirements
- Proven experience as a 1st or 2nd Line Engineer
- Experience with VMware ESX/ESXi and vCenter; Exchange/365; networking, storage and backup; Active Directory, DHCP, DNS, Group Policy, WDS and WSUS; Windows Server 2012, 2012 R2, 2016 and 2019; Office 365 applications and services; Citrix XenDesktop; TCP/IP, VLANs, switching, routing, firewall configuration, VPNs, WAN environments and SAN technologies
- A keen interest in learning and developing alongside advancing technology
- Ability to build and maintain excellent relationships with key stakeholders
- Exceptional written and verbal customer service and communication skills
- Accuracy and attention to detail
- Strong organisation, a methodical approach and the ability to prioritise tasks
- Ability to work independently and as part of a team
- Must live within commutable distance of the South-West region and hold a full UK driving licence
- Beneficial, but not required: experience with Exchange 2013, 2016 or 2019; Microsoft Hyper-V and failover clustering; Citrix NetScaler; two-factor authentication including Azure MFA and Silverfort; corporate wireless systems such as Meraki, Aruba and Meru; Veeam Backup & Replication; Sophos Anti-Virus; and troubleshooting third-party or bespoke applications
Responsibilities
- Maintain 2nd line support tickets accurately and update customers on progress every day
- Deliver excellent service to internal and external customers and stakeholders
- Proactively monitor the 2nd line support queue and action tickets within the Service Level Agreement
- Own support issues end to end and act as the primary customer liaison
- Build strong customer relationships and maintain service excellence
- Create, update and regularly review knowledge documentation
- Assist 1st Line Engineers with technical queries and help develop their knowledge
- Work with third-party vendors, including Microsoft, Citrix and VMware
- Attend customer sites across the UK when required to deliver IT services and equipment, troubleshoot issues and resolve faults; occasional overnight stays may be needed
- Participate in a paid weekly on-call rota when required, currently one week in every four
- Carry out regular server patching and preventative maintenance, and prepare scheduled disaster recovery reports for clients
Technologies
- Active Directory
- Aruba
- Azure
- Citrix
- Firewall
- Hyper-V
- Support
- Office 365
- TCP/IP
- VMware
- Veeam
- Windows
- Cloud
- GameDev
- SharePoint
- Unity
More
We are Commercial, a purpose-driven, people-first business transformation specialist working across Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities and Workwear. We are an award-winning employer, recognised in the Sunday Times Best Places to Work 2026, and hold EcoVadis Platinum status. This 2nd Line IT Engineer role provides escalated support to our 1st Line team and a diverse range of clients. The role is hybrid, with three days per week at our Cheltenham head office, home working for part of the week and occasional travel to client sites; a pool car is available when required.
Our head office is being refurbished into a state-of-the-art workspace. We offer a base salary of up to £31,000, a quarterly KPI-based bonus scheme of up to £3,000 annually, 25 days holiday plus bank holidays with increases based on service, enhanced family leave, life assurance, health and wellbeing support, learning and development opportunities, and a range of other benefits including flexible working options. We value inclusion, sustainability and continuous improvement, welcome applicants from all backgrounds, and encourage people to apply even if they do not meet every listed criterion.
last updated 45 week of 2026