> Markdown version of [/jobs/ext/1341837-2nd-line-technical-support-engineer](https://www.wearedevelopers.com/jobs/ext/1341837-2nd-line-technical-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd line Technical Support Engineer - **Company:** ERGOS UK - **Location:** Crawley, UK (Remote available) - **Experience:** Experienced - **Salary:** £32,000.0 - £39,999.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Domain Controllers, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Exchange Server, Virtual Private Networks (VPN), OSI Models, Windows Servers, Networking Basics, Routing, Queue Management Systems, Remote Desktop Services, Azure Active Directory, Microsoft SharePoint, TCP/IP, Wireless Networks, Firewalls (Computer Science) - **Published:** July 19, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=ad2f720e854c9b09 ## About the Role The ideal candidate will have a strong technical background within an MSP environment, excellent problem-solving skills, and a passion for delivering exceptional customer service., * Minimum 3 years' experience within an MSP (Managed Service Provider) environment. * Proven experience providing 2nd Line IT Support. * Experience supporting both remote and on-site users. Technical Knowledge * Strong knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams and Entra ID (Azure AD). * Experience administering Windows Server environments and Active Directory. * Understanding of Group Policy, DNS, DHCP, Domain Controllers and Microsoft Exchange. * Good knowledge of networking fundamentals including TCP/IP, DNS, DHCP, routing and OSI layers. * Experience supporting Remote Desktop Services (RDS) environments. * Experience supporting backup and disaster recovery solutions. * Understanding of firewalls, VPNs and wireless networking technologies. Skills & Attributes * Excellent communication and customer service skills. * Strong analytical and problem-solving abilities. * Well organised with excellent time management skills. * Ability to prioritise workload in a fast-paced MSP environment. * Proactive and customer-focused approach. * Ability to work independently and collaboratively within a team., * Are you able to attend our Crawley office three days per week (Tuesday to Thursday)? * Do you have a minimum of three years' experience working within an MSP environment? * Do you hold a full UK driving licence? ## Description This hybrid role is based in Crawley and will involve providing high-quality technical support to a diverse client base, both remotely and on-site. Working closely with our 1st, 2nd and 3rd Line Engineers, you will be responsible for troubleshooting and resolving technical issues, maintaining excellent customer service standards, and ensuring compliance with agreed SLAs and KPIs., * Manage and resolve support tickets in a timely and efficient manner. * Troubleshoot technical issues and provide effective solutions and technical guidance. * Maintain accurate ticket updates, documentation and customer records. * Communicate professionally with customers, colleagues and third-party suppliers. * Take ownership of support requests through to resolution. * Escalate issues to 3rd Line Engineers in accordance with internal processes. * Support the Service Desk Manager and Team Leader with queue management and ticket prioritisation. * Identify recurring issues and raise problem tickets where appropriate. * Ensure all time entries and service records are completed accurately. * Maintain ticket ownership and ensure correct ticket categorisation and configuration. * Attend customer sites as required to provide hands-on technical support. * Maintain and exceed agreed Service Desk KPIs and SLA targets. * Follow company policies, procedures and security standards at all times. * Contribute to continuous improvement initiatives across the Service Desk. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [What Makes Open Source Work: Licensing and Beyond](https://www.wearedevelopers.com/videos/1416-what-makes-open-source-work-licensing-and-beyond) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Going Quantum: The future of the internet ...](https://www.wearedevelopers.com/videos/672-going-quantum-the-future-of-the-internet) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)