2nd Line Support Desk Engineer

LIV Unified Comms

Farnworth, United Kingdom

2 days ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Shift work

Languages

English

Experience level

Intermediate

Compensation

£ 35K

Job location

Farnworth, United Kingdom

Tech stack

Microsoft Windows

Microsoft Active Directory

Amazon Web Services (AWS)

Apple Mac Systems

Azure

VoIP

Dynamic Host Configuration Protocol

Linux

DNS

Monitoring of Systems

Issue Tracking Systems

Virtual Private Networks (VPN)

Network Troubleshooting

Remote Access Technology

TCP/IP

Wide Area Networks

Wi-Fi Technology

Data Logging

Network Routers

Internet Protocol Telephony

Office365

Performance Monitor

Job description

Are you passionate about technology and delivering exceptional customer support? This is your chance to join a rapidly growing company at the forefront of IT and Communication Solutions. We work with clients of all sizes, from small businesses to large enterprises, across both private and public sectors. As we continue to expand, we're looking for proactive, customer-focused 2nd Line Support Desk Engineer to strengthen our technical support team.

Why You'll Love This Role

Be the first point of contact for technical issues, making a real impact on user experience.
Work with cutting-edge IT and telecommunication technologies.
Join a supportive team that values collaboration, growth, and innovation.
Enjoy career development opportunities, ongoing training, and yearly reviews.

What You'll Do

Frontline Support: Handle incoming technical queries via phone, email, or ticketing system, ensuring accurate logging and prioritisation.
Troubleshooting: Diagnose and resolve common issues with hardware, software, networks, and VoIP systems.
Escalation: Be a point of escalation to our 1st Line team and pass complex problems to 3rd line specialist teams while ensuring smooth handover and follow-up.
Customer Care: Deliver friendly, professional service that keeps users informed and supported.
Knowledge Sharing: Maintain documentation and contribute to our internal knowledgebase.
System Monitoring: Assist with proactive monitoring to prevent downtime.

Requirements

Experience: Minimum 3 year previous technical support or customer service experience in IT and Telecommunications.
Technical Skills:
Windows/Mac OS, Active Directory, M365
Network troubleshooting (TCP/IP, LAN/WAN, DHCP, DNS) on UniFi and Omada networks or equivalent products
VoIP technologies (SIP/RTP), routers, switches, VPNs
Wi-Fi solutions
CCTV systems
Communication: Ability to explain technical issues in simple terms.
Problem-Solving: Methodical approach and strong troubleshooting skills.
Customer Focus: A positive, service-driven attitude.
Other: Full UK Driving License required.

Desirable (but not essential):

IT certifications (CompTIA A+, etc.)
Experience with remote access tools, ticketing systems
Knowledge of Linux, AWS/Azure, * 2nd Line Technical Support: 3 years (preferred)

Licence/Certification:

Driving Licence (preferred)

Benefits & conditions

Competitive salary: £30,000 - £35,000 (DOE)
Overtime opportunities
Health plan & pension scheme
Ongoing training and career progression
Yearly salary and development reviews
A collaborative, friendly team environment
Regular team-building and social events
28 Days Holiday per annum (after 2 years consecutive service an increase of 1 day to a maximum of 31 days)

Working Hours: Monday to Friday, 7am-7pm (shift rotation). On-call availability required (paid overtime).

Ready to take the next step in your IT career? Apply today and join a company that values your skills, supports your growth, and invests in your future.

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Benefits: