> Markdown version of [/jobs/ext/3613947-2nd-line-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/3613947-2nd-line-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# 2nd Line IT Support Engineer

- **Company:** Global Ltd
- **Location:** Horsham, UK
- **Salary:** £33,000.0 - £35,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Domain Name System (DNS), Microsoft Office, Networking Basics, Microsoft InTune
- **Published:** October 8, 2026
- **Apply:** https://www.cv-library.co.uk/job/225701978/2nd-Line-IT-Support-Engineer

## About the Role

* Experience with how an ITIL service desk runs.
 * Active Directory configuration and administration
 * An understanding of Group Policy
 * General networking skills
 * An understanding of DNS
 * Good understanding of Office 365
 * Good understanding of Microsoft Azure
 * An understanding of Microsoft Intune

Essential Skills

 * Excellent communication skills
 * Organisational skills
 * Results driven with a proven track record of achieving.
 * Team player
 * Self-motivated and proactive
 * Ability to be resilient and to work under pressure.

## Description

As a 2nd Line Technical Support Engineer, you will bridge the gap between initial triage and deep infrastructure/vendor support. You will act as the key escalation point for our 1st Line team, taking ownership of complex data, broadband, and Unified Communications (UCaaS) faults. Operating in a fast-paced environment, your goal is to troubleshoot technical issues efficiently, hit strict Service Level Agreements (SLAs), and communicate technical resolutions in simple, clear terms to our customers., * To provide excellent customer care and support through efficient and organised ticket management

 * Providing first response fixes to customers via the phone, face to face, or email
 * Providing resolution to incidents, requests, and appropriately escalating all others
 * Ticket triage - assessing ticket priorities and escalating when required.
 * Liaising with third parties and customers with regards to incident resolution and requests.
 * Handling customer requests and escalate according to company procedures.
 * Manage work queues and prioritise events, ensuring compliance with SLA's.
 * Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service.
 * Work efficiently and productively to achieve and exceed SLA's and KPI's.