1st/2nd Line Support Engineer

We’ve been supporting businesses for over 25 years, providing IT support and technology solutions to SMEs across the Midlands and beyond.

We’re a friendly, experienced team who believe that great IT support isn’t just about solving technical problems - it’s about understanding our customers, communicating clearly and finding practical solutions that genuinely work for their businesses.

If you enjoy troubleshooting, like variety in your working day and want the opportunity to work across a broad range of technologies and customer environments, we’d like to hear from you.

The role

This is a varied, customer-facing technical role combining office-based and onsite support.

You’ll work as part of our Technical Team providing approximately a 50/50 mix of remote/office-based and customer-site support, dealing with everything from day-to-day technical issues and escalations through to infrastructure work and customer projects.

Your responsibilities will include:

• investigating, diagnosing and resolving technical incidents and support requests;
• providing support and dealing with escalations from other engineers;
• providing remote technical support and guiding customers through solutions;
• visiting customer sites to diagnose and resolve technical issues;
• installing and configuring hardware, software, systems, networks, printers and other equipment;
• monitoring and maintaining customer systems and networks;
• assisting with customer projects, including occasional work outside normal office hours;
• collaborating with other members of the technical team on more complex issues;
• researching solutions to unfamiliar technical problems; and
• documenting solutions and sharing technical knowledge across the team.

Customer service is a big part of this role. You’ll need to be comfortable speaking with people at all levels and able to explain technical issues clearly without unnecessary jargon.

Ideally, you’ll have around 3 years’ experience in a similar 1st/2nd line role and a strong technical foundation across:

• Microsoft Windows 11;
• Microsoft 365;
• Windows Server;
• Active Directory, Entra ID and Group Policy;
• networking and TCP/IP; and
• hardware, software and network troubleshooting.

Experience across some of the following would also be an advantage:

• Microsoft Intune, SharePoint, OneDrive and Exchange;
• Azure and/or AWS;
• Hyper-V Virtualisation;
• VLANs, routing and WAN technologies;
• WatchGuard or other firewall technologies;
• backup and disaster recovery;
• endpoint and email security;
• wireless technologies;
• Apple Mac environments; and
• network cabling.

You don’t necessarily need to have worked extensively with every technology on the list. We’re more interested in finding someone with a strong technical foundation, excellent troubleshooting skills and the ability and enthusiasm to learn.

Just as importantly, you’ll be someone who…

• genuinely enjoys technology and problem solving;
• takes a calm and methodical approach when things go wrong;
• provides excellent customer service;
• communicates technical information in straightforward language;
• can manage competing priorities and work effectively under pressure;
• enjoys being part of a team and sharing knowledge;
• is professional, approachable and reliable; and
• is keen to continue developing their technical knowledge.

As the role involves regular visits to customer sites, you’ll also need to be able to travel to customer locations as required., If you’re an experienced IT Support Engineer looking for a role where you’ll get variety, customer interaction and the opportunity to work across a broad range of technologies, we’d love to hear from you.

Crusade Computer Solutions has been helping businesses make better use of technology since 1999.

Our work covers IT support, cloud systems, cyber security, business continuity, hardware and infrastructure, giving our engineers exposure to a wide range of technologies and customer environments.

We’re proud of the long-term relationships we’ve developed with our customers and of our friendly, practical approach to IT support.

You’ll be joining an established technical team where you’ll have the opportunity to broaden your experience, work on varied customer environments and continue developing your technical skills.

What we offer

• Salary of £30,000-£33,000, depending on experience
• 33 days’ holiday incl bank holidays
• Contribution Pension
• Training and professional certification support
• Career development/progression opportunities
• Overtime/TOIL arrangements
• A varied role within an established and experienced IT business