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

- **Company:** ECS
- **Location:** Solihull, UK
- **Salary:** £30,000.0 - £32,000.0
- **Contract:** Permanent contract
- **Skills:** 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, SC Clearance, Network Server, Server Operating Systems & Platforms, Servicenow, Vmware
- **Published:** August 13, 2026
- **Apply:** https://www.totaljobs.com/job/2nd-line-engineer/ecs-job107836495

## About the Role

* 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.

## 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.


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