2nd Line Support Engineer

As the company continues to grow, they are looking for a 2nd Line Support Engineer to join their Helpdesk team. This is a role where you'll gain exposure to a wide range of technologies across IT and telecoms, working closely with clients while developing your expertise in a supportive and forward-thinking environment.

You'll be part of a company that values long-term development, encourages progression, and supports you in gaining industry-recognised certifications., * As a 2nd Line Support Engineer, you'll play a key role in delivering high-quality IT support to a wide range of clients.

• Troubleshoot and resolve Helpdesk incidents across IT systems and services
• Provide end-user support alongside back-end troubleshooting (Microsoft 365, servers, networks)
• Manage and prioritise support requests via phone, email and ticketing systems
• Act as an escalation point for 1st Line Engineers and escalate complex issues where required
• Configure and maintain hardware, software and infrastructure environments
• Contribute to documentation, knowledge base improvements and overall service delivery, As an employee-owned organisation, you'll directly benefit from the company's success while working in a culture that values collaboration, longevity and doing things properly. With a strong focus on employee development, long-term progression, and a supportive team culture, this is an excellent opportunity for someone looking to build a lasting career in IT support.

This role will suit someone with a strong Helpdesk background who enjoys problem-solving and working across multiple technologies.

• At least 2 years' experience in an IT Helpdesk environment using a PSA/ITSM tool
• Strong knowledge of Microsoft 365 and Windows/MacOS environments
• Experience supporting server technologies (Active Directory, DNS, DHCP, Group Policy)
• Understanding of networking fundamentals (LAN, VPNs, routing, connectivity)
• Experience with remote support and monitoring tools (e.g. Datto RMM, TeamViewer)
• Strong communication, organisation and incident management skills
• Full UK driving licence

Desirable:

• Microsoft 365 certifications or working towards them
• Knowledge of Azure, firewalls or disaster recovery solutions
• Experience with VoIP systems and business connectivity

• Salary up to £32,000 per annum (depending on experience)
• Annual profit share through an Employee Ownership Trust
• Project-related bonuses based on successful delivery outcomes
• Market-leading, fully funded training and certifications (worth thousands)
• Clear career progression opportunities within a growing organisation
• Hybrid working model after 6 months
• 25 days annual leave plus bank holidays (increasing with service)
• Optional charity volunteering day
• Pension scheme
• Health and wellness programme
• Employee rewards platform
• Free on-site parking
• TOIL or overtime pay for additional hours worked
• Modern office environment designed for productivity and collaboration
• Supportive, team-oriented culture focused on delivering excellence