2nd Line Support Engineer

• In this role, you will act as a 2nd Line Support Engineer, taking on the responsibility of supporting complex incidents, applying patches, and ensuring that critical IT systems remain secure, stable, and high-performing. You will serve as the point of contact for escalated technical issues, providing expert troubleshooting and resolution while monitoring performance across hardware, software, network, and cloud environments. You will manage priority (P1) incidents and communications as required, so strong communication skills are essential. You will work closely with internal teams and customers to deliver excellent service and also support and guide 1st Line Support Engineers to ensure incidents are handled efficiently within SLAs. You will coordinate and implement system changes through established change-management processes and ensure that documentation for common incident and escalation scenarios is accurate and up to date.

Technologies:

• Cloud
• Hardware
• ICT
• Support
• ITIL
• Network
• Security
• AWS
• Azure
• Hyper-V
• JIRA
• Microsoft 365
• Office 365
• ServiceNow
• TCP/IP
• VPN
• VMware
• Windows

More:

This role offers the opportunity to work in a collaborative environment on high-security projects. We provide a 36-hour working week with an early and late shift pattern. You will be joining a growing, highly talented team of IT engineers focused on delivering fully secure ICT services across the UK. If you thrive in a busy service desk environment that is ITIL-focused and are excited about the potential to work on high-security projects, we encourage you to apply.

• We are looking for a candidate with solid patching experience. You must have experience in patching systems and software within agreed timescales while maintaining system integrity and compliance. Ideal candidates will have ITIL, Microsoft, and CompTIA certifications. Previous experience working for a Managed Service Provider (MSP) is preferred. Additionally, you should either hold active or previous SC Clearance or be willing to obtain it if successful.