2nd Line IT Engineer

• Take ownership of complex incidents and service requests escalated from 1st line.
• Resolve escalated tickets within our ticketing system.
• Provide advanced troubleshooting for hardware, software, and networking issues across a range of platforms.
• Support and guide our 1st Line IT Engineers to help build their capability.
• Handle incoming calls and tickets on a day-to-day basis.
• Support starter and leaver processes, including building and configuring hardware, setting up accounts, and managing returns.
• Assist with the installation, configuration, and ongoing support of IT systems.
• Provide on-call support on a shift rota covering P1 incidents 24/7.
• Create and maintain documentation to ensure consistency across the team.
• Work collaboratively as an active member of our Service Desk team.
• Help shape our documentation, processes, and service as we grow.

Technologies:

• Azure
• Cisco
• Hardware
• Support
• Microsoft 365
• Office 365
• Cloud
• Network

• Experience handling escalated incidents and service requests in a 2nd line IT support environment.
• Strong troubleshooting skills across hardware, software, and networking issues.
• Hands-on experience with Microsoft 365, Azure, Entra ID, and Intune.
• Experience supporting networking equipment such as Meraki, Fortinet, and Cisco.
• Experience working with ticketing systems, ideally HaloITSM.
• Ability to guide, support, and develop 1st line engineers.
• Experience creating and maintaining technical documentation.
• Ability to support starter and leaver processes, including account setup and hardware configuration.
• Willingness to provide on-call support on a rota basis for P1 incidents.
• Ability to work collaboratively across a busy Service Desk environment.

We are Solus, owned by Aviva, and one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average with a 4.6/5 customer rating. We support 2,500+ users across 40+ sites and are building the tools and technology that keep our teams running every day. You will join a collaborative, growing Service Desk with real influence over how we operate, plus access to a competitive salary, performance bonus, company pension, 33 days holiday, retailer and Aviva discounts, supportive leave policies, and a strong wellbeing focus. We are proud of our award-winning apprenticeship programme, our industry recognition, and our inclusive culture, and we encourage applicants from all backgrounds to apply.