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# 2nd Line Support Engineer

- **Company:** Surf Tech It Ltd
- **Location:** Stourport-on-Severn, UK
- **Salary:** £28,000.0 - £32,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Networking Basics, Microsoft SharePoint, TCP/IP, Windows Desktop, Wi-Fi Technology, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Server Operating Systems & Platforms, Service Stack
- **Published:** October 8, 2026
- **Apply:** https://www.careerjet.co.uk/jobad/gb4004451cef2493897b031fecea758eae

## About the Role

We are passionate about technology, customer service, and developing our people. If you're looking for an opportunity to grow your career in a supportive, forward-thinking business, we'd love to hear from you.
The successful candidate will have a strong technical foundation, excellent problem-solving skills, and a commitment to delivering outstanding customer service., We are seeking a motivated and customer-focused IT professional with experience working in a Service Desk or Helpdesk environment. The successful candidate will demonstrate:

 * Previous experience providing IT support within an MSP Service Desk environment.
 * A passion for delivering exceptional customer service and building positive customer relationships.
 * Excellent verbal and written communication skills.
 * Strong troubleshooting and problem-solving abilities.
 * The ability to manage competing priorities and work effectively in a fast-paced environment.
 * A proactive and self-motivated approach, with excellent attention to detail.
 * The ability to remain calm and professional under pressure.
 * A willingness to learn, develop new skills, and expand technical knowledge.
 * A strong team player committed to supporting colleagues and contributing to shared success.

Essential Technical Skills

 * Good working knowledge of Microsoft 365, including Entra ID, SharePoint, and Intune.
 * Experience supporting and administering Active Directory environments.
 * Ability to produce clear, accurate, and concise technical documentation.
 * Understanding of IT security best practices and technologies, including Next Generation Firewalls.
 * Experience supporting Windows Desktop and Server operating systems.
 * Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
 * Experience providing support to the education sector.
 * Experience working within a Managed Service Provider (MSP) environment.

If you have any of the following that would be great and would fit with our current growth plans

 * Experience with the Kaseya and/or Datto technology stack.
 * Experience supporting Next Generation Firewalls, such as SonicWall or WatchGuard.
 * Experience with Microsoft Azure.
 * Knowledge of backup and disaster recovery solutions.

## Description

Provide remote and telephone-based technical support to customers.
Diagnose and resolve technical issues across a range of customer environments.
Create and maintain knowledge base articles and technical documentation.
Ensure all incidents, requests, and changes are recorded accurately and managed through to resolution.
Deliver a high standard of service, maintaining excellent customer satisfaction levels.
Collaborate with colleagues to share knowledge and contribute to continuous service improvement.