2nd Line Engineer

Step into a dynamic, client-facing position where no two days look the same. As a 2nd Line Engineer you'll be the go-to technical expert providing seamless onsite and remote support across a variety of customer environments. You'll cover absence and leave for other engineers, tackle scheduled maintenance, and deliver hands-on project work, all while keeping systems running smoothly and customers feeling supported. If you thrive on variety, autonomy, and solving real-world IT challenges, this role puts you right at the heart of the action., Provide roaming onsite and remote cover for Outsource Engineers

Carry out scheduled maintenance visits for non-Outsource customers

Deliver small onsite projects including PC installs, network hardware setups and office moves

Maintain accurate customer documentation

Manage your own schedule and keep the PSA calendar updated

Monitor, categorise and prioritise incoming tickets

Communicate with customers on progress, changes and planned outages

Resolve or escalate issues within agreed SLAs

Support a wide range of customer line-of-business applications

Provide IT support across Microsoft technologies and virtual environments (Microsoft, VMware, Citrix)

Deliver network-level support including WAN/LAN, routers, firewalls and security

Implement and support VPN and Remote Desktop Services

Support VoIP telephony solutions

Diagnose and repair hardware faults

Record time and expenses accurately in the PSA system

Full UK driving licence (essential)

GCSE Level 4+ in Maths and English

Desirable: ITIL Foundation, MCP/MCSA or other vendor-led certification

Outstanding customer care, communication, and active listening

Confident working in a fast-moving environment with shifting priorities

Solid understanding of MSP operations; outsource experience beneficial

Familiar with Microsoft technologies including Office 365, Azure, Windows 7-11, Server 2012-2025, AD, Exchange, Hyper-V, SQL Server

Experience with VoIP telephony (hosted and on-premise)

Good numerical, literacy, and general computer skills

A team player with a can-do attitude and strong business awareness

Self-starter with excellent time management

Able to maintain confidentiality and professionalism

Strong analytical and problem-solving skills

Matrix is part of the Onecom Group. Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.