Second Line IT Engineer / Helpdesk

We are looking for an ambitious, motivated 2nd & 3rd Line I.T. Engineer who wants to grow into a senior role, lead technical escalations, and help shape the future of our service delivery.

Key Responsibilities

• 2nd & 3rd line support (remote & on-site)

• Troubleshooting escalated issues across desktops, servers, networks, and cloud

• Microsoft 365, Exchange Online, SharePoint

• Microsoft Intune, Entra ID, Conditional Access

• DNS, domain hosting, domain transfers, website migrations

• Cyber security hardening, BYOD policies, endpoint protection

• Ubiquiti UniFi networks, WiFi, gateways, firewalls

• Netgear & basic Cisco switching

• VoIP systems (Bicom, 3CX)

• RMM tools (Kaseya, SuperOps)

• Acronis & Datto backup solutions

• AI workflows, Microsoft Copilot, prompt creation & training

• Supporting management with process improvement

• Training and mentoring junior staff

• Delivering fantastic customer service to all clients

Do you have a valid Driving License license?, Do you have experience in SharePoint?, 3-6 years IT support experience (2nd/3rd line capability)

• Strong troubleshooting across desktops, laptops, servers

• Confident with Microsoft 365 admin & cloud technologies

• Good understanding of networking, WiFi, VLANs, firewalls

• Experience with DNS, hosting, and domain management

• Knowledge of Ubiquiti, Netgear, and basic Cisco

• Experience with Acronis or Datto backups

• Trustworthy, responsible, and security-minded

• Excellent communication and customer service skills

• Full UK driving licence + car (business insurance required)

• Fluent English, * Must have a right to work in U.K.

• Must own your own car.

Education:

• GCSE or equivalent (required)

Experience:

• Customer service: 3 years (required)
• Driving Licence: 2 years (required)
• IT Support: 3 years (required)

Willingness to travel:

• 100% (required)

MAPTEC IT is a modern, fast-growing Managed Service Provider and Cyber Security specialist based in Romford / Hornchurch, supporting businesses across the UK since 2017. We deliver high-quality, personal IT services and invest heavily in staff development, innovation, and modern technologies.