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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 2nd Line IT Engineer - **Company:** Commercial Ltd - **Location:** Cheltenham, UK (Remote available) - **Salary:** £28,000.0 - £34,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Antivirus Softwares, Microsoft Azure, Dynamic Host Configuration Protocol, Disaster Recovery, Domain Name System (DNS), Multi-Factor Authentication, VMware ESX Servers, Failover Clustering, Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Microsoft Software, Windows Servers, Routing, Citrix Systems, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Wide Area Networks, Wireless Distribution Systems, Microsoft InTune, Microsoft Onedrive, Information Technology, Wireless Technologies, Firewall Services Module, Veeam, Xendesktop, Wsus, Citrix Netscaler, Vmware - **Published:** August 2, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5824418484 ## About the Role * Proven experience as a 1st/2nd Line Engineer * You will have a keen interest and enthusiasm to learn and develop ever advancing technology * Able to build and maintain excellent relations with key stakeholders * Exceptional customer service and communication skills (both written and oral) * Ability to demonstrate a high level of accuracy and attention to detail * Well organised, able to approach tasks methodically and prioritised to ensure all tickets and tasks are met * Able to work both independently and as part of a team. ## Description As a 2nd Line IT Engineer at Commercial, you will provide escalated support both in-house to Commercial's 1st Line Team and to a wide variety of clients across a range of sectors. You will be responsible for monitoring and responding to tickets in the unassigned queue of our Helpdesk system within the Service Level Agreement. You will be a point of contact for tickets escalated from 1st Line and liaise with other departments if needed. This role will involve a combination of working from our head office in Cheltenham, remotely from home and moderate travel to our client sites throughout the UK as and when required. Please note applicants must be within a commutable distance to the South-West region and you will be required to hold a full UK driving licence. Your responsibilities as a 2nd Line IT Engineer will be: * To maintain 2nd line support tickets correctly and keep the customer updated with progress every day * Deliver exceptional service to both internal/external customers and stakeholders * Pro-actively monitor the 2nd line support ticket queue ensuring tickets are actioned within SLA * Take ownership of the entire support process end-to-end and be the primary customer liaison for the issue * Build excellent customer relationships and ensure service excellence is delivered at all times * Ensuring all knowledge documentation is created/updated/reviewed on a regular basis. * Assist 1st Line Engineers with technical queries to further their knowledge * Work with third party vendors including Microsoft, Citrix and VMware * Attend customer sites when required, in order to deliver IT services, equipment as well as perform troubleshooting and fault resolution, which may include overnight stays. Pool car will be available were required. * Where required, you will participate in a paid weekly on-call rota, currently one week in every four. * Carry out regular server patching, preventative maintenance and disaster recovery reports to be created for clients when scheduled to do so. You will have experience with: * Vmware ESX/ESXi and vCenter * Exchange/365, Networking, Storage, Backup * Active Directory, DHCP, DNS, Group Policy, WDS and WSUS * Windows Server 2012, 2012 R2, 2016 & 2019 * Office 365, including Exchange Online, Teams, OneDrive, SharePoint, Intune * Citrix XenDesktop * TCP/IP, VLAN, switching, routing and firewall configuration, VPNs and WAN environments * SAN Technologies It would also be beneficial but not a requirement to have experience of the below: * Exchange 2013, 2016, 2019 * Microsoft Hyper-V and failover clustering * Citrix NetScaler * Two-factor authentication including Azure MFA and Silverfort. * Corporate wireless systems including Meraki, Aruba and Meru * Veeam Backup & Replication * Sophos Anti-Virus * Troubleshooting third party and/or bespoke applications ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)