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# 2nd Line Technical Support Engineer

- **Company:** Iomart Limited
- **Location:** Haywards Heath, UK
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Linux, Disaster Recovery, Monitoring of Systems, Windows Servers, Runbook, Network Server, Commvault
- **Published:** September 1, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=9810e6208f227459

## About the Role

* You've got 1-2 years' experience in 1st line, or junior 2nd line, technical support
 * You're comfortable with Windows Server, Linux, networking and storage
 * You've had some exposure to backup and resilience technologies such as Commvault or Zerto - or you're keen to learn
 * You're confident using ticketing and monitoring tools to get to the bottom of an issue
 * You think methodically, working through problems to find the root cause rather than just the symptom
 * You communicate clearly, whether that's with a customer, a colleague or a vendor
 * You stay calm and organised when the ticket queue gets busy
 * ITIL Foundation, or working towards a relevant certification, would be a bonus

## Description

As a 2nd Line Technical Support Engineer in our Cyber Resilience Practice, you'll be the person customers rely on when something needs a closer look. You'll take ownership of incidents and service requests that need deeper investigation, working mainly across our Commvault-powered Backup as a Service (BaaS) and Disaster Recovery as a Service (DRaaS) platforms.
Day to day, you'll:

 * Take ownership of technical incidents and service requests that need deeper investigation, seeing them through to resolution
 * Monitor customer backup and recovery environments, spotting and fixing issues before they affect service availability
 * Support and maintain our BaaS and DRaaS solutions, built primarily on Commvault
 * Diagnose and resolve issues across Commvault and the technologies behind it - servers, storage, virtualisation, networking and cloud
 * Manage your ticket queue against agreed SLAs, keeping customers informed at every step
 * Bring in specialist engineers or technology vendors when a fix needs deeper expertise, with clear, well-documented handovers
 * Help build the team's knowledge by contributing to documentation and runbooks that improve first-time fix rates
 * Work towards Commvault and supporting technology certifications, with training provided along the way