2nd Line Support Engineer

At Netsense, we live by the motto "IT Simplified." As a 2nd Line Support Engineer, you are the bridge between daily technical hurdles and high-level infrastructure projects. You won't just be "fixing PCs"-you will be a vital part of our security and compliance engine, helping us maintain rigorous standards like ISO 27001 while leveraging cutting-edge automation tools to streamline our operations., * Advanced Troubleshooting: Resolve complex escalated tickets involving Windows Server, networking, and cloud environments that 1st Line cannot handle.

• Automation & Scripting: Use PowerShell to automate repetitive tasks, deployment workflows, and reporting.

• Compliance & Security: Actively assist in the implementation and maintenance of ISO 27001 standards and internal cybersecurity policies.

• Tool Management: Maintain and optimize our core stack: ConnectWise Manage (PSA), ConnectWise Automate (RMM), and Remote Desktop Manager.

• Workflow Optimization: Utilize Rewst to build and maintain automation workflows that improve service delivery.

• Documentation: Maintain impeccable records of configurations, changes, and compliance evidence., As a 2nd Line Engineer at Netsense, your day is a mix of high-stakes problem-solving and proactive security engineering.

• 08:30 - The Review: Review the ConnectWise Manage service board for any overnight critical alerts. Check the Automate dashboard for patch failures or high-risk security alerts across the client base.

• 09:30 - Escalation Deep-Dive: Take over a complex ticket from 1st Line-perhaps a recurring Entra ID sync error or a VOIP connectivity issue. You don't just fix it; you investigate the root cause.

• 11:00 - Automation Hour: You notice a manual task that 1st Line performs daily. You spend an hour in Rewst and PowerShell, building a workflow to automate that process across all clients, ensuring it logs a compliance audit trail automatically.

• 13:00 - Project Work (ISO 27001): Meet with the Technical Director to review access control policies. You use Remote Desktop Manager to audit who has access to sensitive client servers, ensuring we meet the strict requirements for our upcoming ISO audit.

• 14:30 - Azure & Cloud Management: Jump into the Azure portal to configure a new Conditional Access policy for a client with "UK Eyes Only" data, ensuring their security posture is airtight.

• 16:00 - Knowledge Sharing: Document a new SQL troubleshooting procedure in the internal knowledgebase, ensuring the 1st Line team has the "Simplified" version to handle basic queries in the future.

• 17:00 - Final Review: Ensure all time entries are logged in ConnectWise and that all security-sensitive tickets are updated with the necessary compliance notes before heading home.

Do you have experience in VoIP?, * Core Systems - Experience with ConnectWise Manage & ConnectWise Automate.

• Cloud Ecosystem - Deep proficiency in Microsoft 365, Entra ID, and Azure administration.
• Automation - High proficiency in PowerShell; experience with Rewst (preferred, or the ability to adopt new technology rapidly)
• Security / Compliance - A strict adherence to working within compliance frameworks, knowledge of Cyber Essentials, and assisting with ISO 27001 achievement, and understanding / adhering to general best practices.
• Networking - VLANs, VPNs, Firewalls, and secure connectivity
• VOIP - Solid understanding of VOIP.
• Tools - Devolutions Remote Desktop Manager (RDM)
• Hours - Support is provided 08:00 - 18:00 Monday - Friday, plus Out of Hours for P1 Business Critical systems.
• Eligibility - UK Eyes Only Security Clearance (SC/DV which encompasses British National/Residency requirements)

The Ideal Candidate:

You are a "security-first" engineer. You understand that in a modern IT environment, a quick fix is only a good fix if it's documented and compliant. You enjoy diving into the "why" of a problem and would rather script a solution than perform a task manually three times.

• The Problem Solver: You have a logical, methodical approach to troubleshooting across cloud and on-premise stacks

• The Automator: You look at a manual process and immediately think about how to automate it via PowerShell or Rewst.

• The Compliance Champion: You respect the "paperwork" side of IT, understanding that ISO 27001 is about consistency and risk management.

At Netsense, we believe in "IT Simplified," and that extends to our culture. We provide a competitive package that rewards technical precision and dedication to security.

• Competitive Salary: £25k-£35k based on experience and clearance.
• Clearance Bonus: Additional stipend or salary uplift upon successful achievement/maintenance of SC/DV clearance.
• Certification Path: We pay for your exams! Whether it's Microsoft (AZ-104, MS-102), ConnectWise, or ISO 27001 Lead Auditor training.
• Modern Tech Stack: Work with the best tools in the industry, including Rewst for high-level automation and RDM for secure credential management.
• Holiday Allowance: 20 days annual leave + Bank Holidays.
• Pension Scheme: Employer contributions to secure your future.