2nd Line Engineer

Are you an experienced IT Support Engineer who enjoys taking ownership, solving problems and working directly with clients? Do you have the technical confidence to lead a support desk while still being happy to get hands-on?

Our client provides an expert and personal approach to technology and support services, tailored to the needs of its clients. Its services include IT Support & Networking, Office 365 & Cloud Services, Cyber Security, AV & Digital Signage, CCTV & Door Access, Telecoms, Software Procurement & Development, and Operations Consultancy & Support.

The Role

As the Lead Support Engineer, you will oversee every open ticket, set priorities and ensure issues continue moving through to resolution. You will personally own technical issues, escalating to Senior Engineers when required, while coaching and reviewing the work of a 1st Line / Junior Engineer.

This is a varied role where no two days are necessarily the same. You could be supporting a client’s Managing Director on a Teams call, helping a nervous user over the phone, troubleshooting Microsoft 365 or networking issues, or attending a client site to carry out a physical installation.

The role is home-based as your contractual place of work, with regular travel to client sites across the region, as well as occasional visits to the Aylesbury office and Directors’ home offices., * Take day-to-day ownership of the support desk and oversee all open tickets

• Set priorities and ensure tickets are progressed and do not go cold
• Personally own technical issues through to resolution, escalating to Senior Engineers when required
• Lead, coach and support one 1st Line / Junior Engineer
• Review the Junior Engineer’s work before closure and maintain the required service standard
• Provide hands-on support across Microsoft 365, Entra ID, Windows, macOS, networking, printing and endpoint environments
• Troubleshoot hardware, software, connectivity and endpoint issues
• Provide remote support using ticketing and remote support tools
• Attend client sites to carry out hands-on technical work and installations
• Carry out physical work including cable runs, making off cables, mounting equipment and lifting computer and AV equipment
• Work with networking equipment including routers, switches and firewalls
• Communicate confidently with clients at all levels, from individual users through to Managing Directors
• Identify recurring problems and take initiative to find permanent solutions
• Work collaboratively with the wider engineering team through Teams and regular communication
• Participate in an on-call / out-of-hours rota
• Support occasional evening and weekend work for planned migrations, cutovers and site moves

• Proven experience in 2nd Line IT Support, Support Desk or a similar technical support environment
• Strong practical experience with Microsoft 365 and Entra ID
• Confident networking knowledge and troubleshooting ability
• Experience supporting Windows and macOS endpoints
• Experience with printing and multifunction devices
• Experience using ticketing systems and remote support tools
• Strong written and verbal communication skills
• Ability to take ownership of issues and see them through to resolution
• Ability to review and support the work of a junior engineer
• Full UK driving licence and your own vehicle
• Genuine willingness to carry out hands-on physical work at client sites
• Comfortable with cable runs, mounting equipment, making off cables and lifting computer / AV equipment
• A proactive, positive and solutions-focused attitude
• Warm and professional approach when dealing with clients
• Ability to work independently while remaining a strong team player
• Suitable home working environment with fast, stable broadband and a quiet space for professional client calls

Desirable

• Previous MSP or multi-client environment experience
• Service Desk Team Lead, Support Desk Lead or supervisory experience
• Experience with Intune or Hexnode
• Experience with RMM platforms
• Knowledge of backup and disaster recovery
• Experience with email security
• Knowledge of Cyber Essentials
• Firewall and structured cabling experience
• PowerShell knowledge
• Relevant vendor certifications

• Salary of £30,000 - £35,000 per annum, depending on experience
• Home-based contractual workplace with regular client site visits
• Monday-Friday, 9:00 am-5:30 pm, with a one-hour lunch
• Authorised out-of-hours overtime paid at 1.5x your hourly rate, or time off in lieu at 1.5x the hours worked
• 28 days’ holiday including public holidays
• Company sick pay after probation - full basic salary for up to 7 days in any 12-month period, inclusive of SSP
• Auto-enrolment pension
• Business mileage and expenses reimbursed
• All equipment provided for home working
• Up to 5 days’ paid compassionate leave in any 12-month period
• Structured first-month onboarding to learn the clients, systems and processes
• Funded training and certification where there is clear value to the business
• Genuine opportunity for career progression as the client base and team grow
• Opportunity to contribute to how the business develops its service delivery
• A varied role covering everything from endpoint support and cloud tenancy through to networking, security and physical site installations