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# 2nd Line IT Engineer

- **Company:** Solus Accident Repair Centres
- **Location:** Bishop's Stortford, UK
- **Salary:** £29,000.0 - £39,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Azure, Cloud Computing, Issue Tracking Systems, Networking Hardware, Network Troubleshooting, Microsoft Office, Microsoft InTune, Information Technology, Fortinet, Cisco
- **Published:** September 3, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5868767180

## About the Role

* 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.

## Description

* 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


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