2nd Line Support Engineer

• Provide 1st & 2nd line technical support to customers via phone, email, remote tools, and occasional onsite visits.
• Diagnose and resolve issues across hardware, software, Microsoft 365, printers, connectivity, and core network services.
• Install, configure, and support desktops, laptops, mobile devices, operating systems, and business applications.
• Support user onboarding, account setup, permissions, and email configuration for customer environments.
• Monitor alerts, manage tickets, document resolutions clearly, and escalate more complex incidents where appropriate.
• Assist with patching, endpoint protection, cyber security best practice, and proactive service improvement.
• Work with firewalls, antivirus, backup, and cloud platforms as part of our client's managed service offering.

• Previous 2nd line IT support experience in a technical support, service desk, help desk, or desktop support role.
• Strong working knowledge of Microsoft Windows, desktop hardware, laptops, printers, and common business applications.
• Good understanding of Microsoft 365 administration and support.
• Sound knowledge of networking fundamentals, including TCP/IP, Wi-Fi, VPNs, routers, and switching.
• Excellent troubleshooting skills, with the ability to prioritise and manage multiple tickets effectively and reliably.
• Strong communication and customer service skills, with a professional, approachable manner and a commitment to working collaboratively with colleagues and clients.
• Full UK driving licence and willingness to travel to provide onsite client support when required would be beneficial.

The 2nd Line Support Engineer is offering £28,000 - £35,000 basic salary plus benefits for the successful candidate. This is a full-time, permanent position, predominantly based at our client's Halifax office with flexibility to attend client sites when required.

Technical Prospects are recruiting exclusively on behalf of a well-established IT Services Provider based in Halifax, supporting SME clients throughout the UK. Our client is currently recruiting an experienced 2nd Line Support Engineer to join their established and growing technical support team. This is an excellent opportunity for a customer focused IT professional who enjoys problem solving across a broad range of technologies, and playing a key role in delivering reliable day-to-day support, helping our client's customers stay secure, productive, and connected.