2nd Line Service Engineer - IT (24/7 Shift)

ECS

Solihull, UK

5 days ago

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Role details

Contract type

Permanent contract

Employment type

Part-time (≤ 32 hours)

Compensation

£30,000.0 - £32,000.0

Working hours

Shift work

Job source

www.totaljobs.com

Tech stack

Microsoft Azure Desktop Computing Monitoring of Systems Hyper-V Issue Tracking Systems Virtual Private Networks (VPN) Virtualization Technology Wide Area Networks Windows Desktop Wi-Fi Technology Cloud Platform System Computer Network Technologies

+5 more

SC Clearance Network Server Server Operating Systems & Platforms Servicenow Vmware

Job description

We’re looking for a 2nd Line Service Engineer to join a brand new, high performing 24/7 support team. Working with a diverse customer base, you’ll be responsible for resolving escalated technical issues, troubleshooting complex incidents, and delivering exceptional service against agreed SLAs.

What You’ll Be Doing

Taking ownership of technical incidents through to resolution.
Providing remote support across desktops, servers, and cloud environments.
Troubleshooting Windows Server, desktop, virtualisation, and Azure-related issues.
Monitoring and responding to system alerts and performance incidents.
Maintaining accurate ticket updates, technical documentation, and knowledge base articles.
Collaborating with internal teams, customers, and third-party suppliers.
Participating in major incident management and structured shift handovers.
Delivering excellent customer service within a fast-paced 24/7 support environment.

Requirements

Previous experience in a 2nd Line Service Desk, IT Support, or Service Engineer roles.
Experience working within an MSP (Managed Service Provider) environment.
Strong troubleshooting and incident resolution skills.
Experience supporting:
Windows Desktop & Server environments
VMware and/or Hyper-V
Microsoft Azure
Experience using ITSM/ticketing systems (ServiceNow preferred).
Excellent communication and customer service skills.
Must be eligible for SC Security Clearance.

Desirable

Experience working within a 24/7 or shift-based support environment.
Exposure to monitoring tools such as LogicMonitor.
Knowledge of networking technologies including LAN, WAN, VPN, and Wi-Fi.
ITIL Foundation certification.
Microsoft or other relevant technical certifications.

You’ll be a proactive, customer focused engineer with excellent problem solving skills and a passion for delivering outstanding support. Comfortable working under pressure, you’ll thrive in a collaborative environment, take ownership of technical issues, and be committed to providing a first-class customer experience.