2nd Line IT Support Engineer
Role details
Job location
Tech stack
Job description
This is a mixed role covering office based 2nd line support, field engineering work, installations, maintenance visits and Microsoft 365 administration. You will handle escalations, prepare and deploy equipment, carry out onsite upgrades and assist with Cyber Essentials readiness checks.
You will work closely with our support team, senior engineers and directors to ensure smooth delivery of both day to day support and project work.
Key Responsibilities
- Handling 2nd line tickets and technical escalations
- Answering support calls and providing clear, friendly communication
- Carrying out customer site visits for installs, upgrades and maintenance
- Installing and configuring laptops, desktops, networking equipment and hardware
- Deploying, configuring and supporting Sophos firewalls
- Supporting Cyber Essentials readiness and remediation work
- Managing and administering Microsoft 365 including SharePoint, Exchange Online, Teams, Intune and Entra
- Troubleshooting networking issues including DHCP, DNS, VPN and firewalls
- Preparing and deploying devices using Autopilot, MDT and other tools
- Performing scheduled maintenance visits to ensure systems are healthy and secure
- Updating tickets accurately, working to SLAs and following internal processes
- Contributing to documentation and improving team standards
Requirements
Do you have a valid Driving Licence license?, Do you have experience in Windows?, * Solid 2nd line support background
- Strong Microsoft 365 administration
- Intune device management
- Windows 10 and 11
- Windows Server 2016 and above
- Good understanding of networking fundamentals
- Hands on experience with firewalls (Sophos ideal, but others acceptable)
- Comfortable working onsite and dealing with customers face to face
- Ability to work independently and take ownership of tasks
- Full UK driving licence and own vehicle
Desirable Skills
- Azure administration (VMs, networking, hybrid identity)
- Experience with Veeam or Datto
- Cyber Essentials experience
- Powershell scripting
- Experience with Autopilot and modern deployment
- VOIP systems
- ESET or Sophos endpoint management, * Do you have at least 12 months experience in an IT support role?
- Have you ever worked for a Managed Service Provider (MSP)?
- Are you happy working in an office based role with regular customer site visits?
- Have you used Microsoft 365 admin tools (such as SharePoint admin, Intune, Exchange admin or Entra)?
- Are you comfortable speaking directly with customers on the phone and in person?
- Are you confident troubleshooting networking issues such as DHCP, DNS or VPN?
- Please give a brief example of a technical issue you resolved without escalation.
- What experience do you have with firewalls (Sophos or similar)?
- What is your experience with Intune or device management?
- What are your salary expectations for this role?
Licence/Certification:
- UK driving license? (required)
Benefits & conditions
Salary: £28,000 to £32,000 depending on skills and proven capability Hours: Monday to Friday, 37.5 hours, office based with regular field visits Driving licence: Required Own vehicle: Required Agencies: Please do not contact us, * £28,000 to £32,000 depending on experience
- 21 days holiday plus bank holidays (increasing with length of service)
- Pension scheme
- Training and clear progression opportunities
- A stable, supportive team environment
- Work across a wide variety of industries and technologies
- Real responsibility and varied technical exposure
Important Information
- This role is fully office based in Mold
- You must live within a reasonable daily commuting distance
- This role includes regular customer site visits
- This is not a hybrid or remote role
- Recruitment agencies should not contact us
Job Types: Full-time, Permanent
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- Financial planning services
- Sick pay
